Customer Success Manager (West Region)

AvaSure is revolutionizing healthcare with cutting-edge virtual care solutions that protect patients and empower clinical teams. We’re proud of our collaborative culture where innovation thrives and every team member is valued. Want to be part of something meaningful? Apply today and help us shape the future of healthcare!

Position Summary:

The Customer Success Manager III (CSM III) serves as a strategic advisor to enterprise-level customers. This role is responsible for driving long-term value, executive alignment, and advocacy across a defined portfolio of high-impact accounts. The CSM III leads cross-functional collaboration and supports the Customer Success team through mentorship and subject matter expertise.

Responsibilities:

• Act as an escalation point for complex or urgent issues.
• Coach and mentor CSM peers to support team-wide excellence.
• Drive measurable outcomes tied to retention, expansion, CSAT/NPS and customer advocacy.
• Facilitate EBRs with senior/executive stakeholders, highlighting value and ROI.
• Serve as strategic lead for and own enterprise customer relationships.
• Cultivate executive relationships and strategic alignment.
• Develop and execute tailored customer success strategies.
• Monitor and influence metrics such as NRR, CSAT, and adoption.
• Partner across Sales, Product, Clinical, and Support to align execution.

Competencies:

• Business Outcome Framing and ROI Communication
• Customer Advocacy Leadership
• Empathy, active listening, and strong communication skills
• Executive Relationship Management
• Scaled Account Planning and Strategic Communication
• Strong executive presence and the ability to influence cross-functional stakeholders
• Business Case Development and Consultation
• CRM and CS Tools (e.g., Dynamics, Salesforce, Gainsight or similar)
• Cross-Functional Influence
• Leadership capabilities to guide and support team members and junior CSMs
• Retention and Value Realization
• Strategic mindset with a focus on solving business challenges

Supervisory Requirements:

• None

Education & Experience:

• Bachelor's degree or equivalent professional experience
• 6+ years in customer success, account management, or a related role, preferably within healthcare SaaS/technology
• Proven success in managing complex enterprise accounts and delivering business results

Physical Demands & Working Environment:

• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in an office environment.
• This role requires approximately 30% travel.

Compensation & Benefits

• Base Salary Range: $85,000 - $91,000 per year
• Bonus/Commission Eligibility: Yes, bonus eligible for non-sales roles.
• Benefits Offered:
• AvaSure sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 4%
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Flexible Time Off Plan & Paid Holidays
• Parental Leave
• Generous Tuition & Continuing Education Reimbursement available
• Employee Referral Bonus

FLSA Classification: Exempt

Position Type: Full-time

Location: United States (CA, NV, WY, ID, MT, WA, OR, AK) | Remote

Why AvaSure?

As the pioneer and expert in inpatient telehealth, AvaSure has provided safer environments with over 2 million patients monitored and 200 million monitored hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, AvaSure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.​

Diversity creates a healthier work environment: AvaSure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.