Customer Success Manager
Job Description
Healthcare organizations are under more compliance pressure than ever, and most are managing it the wrong way: scattered tools, manual tracking, and fragmented records that leave teams exposed and exhausted. Compliance has become someone's second job, not a program anyone is proud to stand behind.
Compliancy Group exists to change that. We are the platform for healthcare compliance programs, consolidating every element of a complete program into one connected system, so organizations can simplify requirements, gain real visibility into where risk lives, operate with confidence, and be genuinely defensible when it matters most. We do not sell a tool and walk away. We build the program with you, combining purpose-built software, proprietary conformance scoring, and ongoing access to compliance advisors, until your organization has the structure, the evidence, and the expertise to lead compliance instead of just survive it. If you are the kind of person who wants to work on something that actually protects patients and providers, you are in the right place.
Our Customer Success Managers are central to that promise. This is a high-volume, relationship-driven role focused on one thing: helping clients get real value from the program they invested in, so they stay, grow, and trust CG as a long-term partner. You will manage a portfolio of core accounts, drive proactive engagement, and be the person clients hear from before a problem becomes a reason to leave. If you are organized, client-focused, and energized by the challenge of keeping a large book of accounts healthy and engaged, this role is built for you.
What you will do
- Serve as the primary point of contact for a pooled portfolio of core accounts, focusing on retention, platform adoption, and customer satisfaction.
- Drive proactive, repeatable engagement across your book so clients understand the platform, use it consistently, and see the value before renewal conversations begin.
- Monitor account health and act early when engagement or satisfaction signals warrant attention.
- Partner with Sales when expansion opportunities arise; while growth is not your primary responsibility, there are financial incentives to surface the right moments.
- Work closely with Finance to resolve payment disputes, escalations, and account issues in a timely and professional way.
- Collaborate with Support and Product to advocate for customer needs and contribute to process improvements that make the whole CX team stronger.
- Direct clients to the right resources and channels for commercial conversations, without owning sales activities yourself.
What we are looking for
- 2 or more years in Customer Success, Account Management, Client Services, or a related customer-facing role.
- Strong organizational skills: you can manage a high volume of accounts and still give each one a consistent, thoughtful experience.
- Excellent communication and relationship-building skills, with a genuine customer-first mindset.
- Goal-oriented, particularly around retention and satisfaction targets.
- Comfortable collaborating across teams including Finance, Product, and Support.
- Experience in a subscription-based or SaaS business model is preferred.
- Background in healthcare or healthcare compliance is a plus.
- Bachelor's degree or equivalent professional experience welcomed.
What Compliancy Group offers
- Competitive base salary plus performance bonus tied to gross retention rate, with additional financial incentives for surfacing expansion opportunities to the sales team.
- Extensive onboarding and ongoing professional development focused on the platform, the compliance landscape, and the customer success motion.
- Comprehensive benefits including medical, dental, vision, 401(k) with company match, and generous PTO.
- A transparent, collaborative culture that takes customer impact seriously and invests in the people who deliver it.
US Salary: $75,000-$82,000/year
Location: Remote, USA
PLEASE READ: Our team has recently been notified of a phishing scam targeting candidates applying for Compliancy Group's open roles, where scammers have been posing as recruiters in an effort to access candidates' personal information. Please note that any communication from our hiring teams will be sent from a @compliancygroup.com email address and we will only respond to applications submitted through appropriate channels.
Equal Employment Opportunity is a fundamental principle at Compliancy Group, where employment is based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.
How to Stand Out
- Highlight any experience you have with healthcare compliance or regulated industries in your résumé and cover letter; explicitly reference how you helped clients transition from “scattered tools” to a unified platform, mirroring Compliancy Group’s mission.
- Build a one‑page Excel showcase that includes a dynamic compliance‑risk dashboard (e.g., slicers for HIPAA, OSHA, etc.) and embed the file link in your application; be ready to walk interviewers through the formulas, pivot tables, and visualizations you used to surface risk insights.
- Prepare a 5‑minute remote “client success story” that details a situation where you diagnosed a compliance pain point, designed a remediation plan, and measured outcomes with KPIs (adoption rate, audit score improvement, time‑to‑resolution); rehearse delivering it over Zoom with screen sharing to demonstrate your virtual communication polish.
- Research recent compliance‑related news affecting hospitals and health systems (e.g., updated CMS penalties, ransomware impacts) and come to the interview with 2–3 thoughtful questions or suggestions on how Compliancy Group’s platform could pre‑empt those risks—showing you understand the market and can think strategically.
- When discussing compensation, reference industry benchmarks for remote Customer Success Managers in SaaS healthcare (e.g., $90‑110k base + 10‑15% OTE) and frame your ask around the value you’ll deliver: faster client onboarding, higher renewal rates, and measurable risk‑reduction ROI you can prove with Excel‑based reporting.
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