Customer Success Manager

Customer Success Manager Company: Prospyr Medical Location: Remote (US) About Prospyr Prospyr Medical is building the operating system for medical aesthetics and wellness. We replace fragmented EMRs, POS systems, payments tools, and analytics with a single, modern platform designed for how practices actually run. Our customers rely on Prospyr to power revenue, operations, and patient experience. Customer Success is not a support function here — it’s a growth engine and a direct input into product strategy. The Role We’re looking for a Customer Success Manager who is equal parts operator, consultant, and product partner. You’ll own high-impact customer relationships end-to-end: driving outcomes, pushing adoption, surfacing product gaps, and helping shape what we build next. This role is hands-on, fast-moving, and highly cross-functional — ideal for someone who likes ambiguity, ownership, and real influence. What You’ll Do Own Customer Outcomes & Growth Act as the strategic partner for a portfolio of high-value customers Drive retention, expansion, and long-term customer value — not just “happiness” Identify risks early, create action plans, and push customers toward measurable ROI Lead QBRs, success plans, and executive-level conversations with practice owners and operators Build Scalable Customer Education Create scalable onboarding and education programs that reduce dependency on 1:1 support Develop playbooks, workflows, and best-practice guides for complex operational use cases Turn real customer learnings into repeatable content that helps every customer succeed faster Drive Product Adoption Lead adoption of new features, AI tools, and workflows across your book of business Own customer-facing rollout strategy for major product launches Help customers rethink and modernize their internal processes to fully leverage Prospyr Influence the Product Roadmap Be the voice of the customer in product discussions — grounded in real usage Work directly with Product and Engineering to translate customer problems into solutions Participate in betas, pilots, and early feature testing with customers Close the loop: validate that what we ship actually solves the problem Operate Cross-Functionally Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle Help define Customer Success processes, metrics, and tooling as the company scales What We’re Looking For Required 5–8+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management Consulting Proven ability to drive retention, expansion, and adoption in complex products Comfort operating in ambiguity and building process where none exists Strong communication skills Bias toward action, ownership, and accountability Preferred Experience working closely with Product and Engineering teams Familiarity with EMR, POS, payments, subscriptions, or analytics platforms Why Prospyr Direct influence on customers, product direction, and company trajectory Ownership and autonomy — this role shapes how Customer Success works at Prospyr A fast-growing company with real product-market fit and deeply engaged customers Competitive compensation, equity, and benefits Remote-first, high-trust, execution-focused culture