Customer Success Manager
# Customer Success Manager **TSOLife** · Remote · `Remote` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Customer Success Manager About TSOLife TSOLife is an AI-powered resident insight and experience platform providing automated data collection, business intelligence, and actionable insights for the senior living industry. We leverage cutting-edge technology to allow businesses to make data-informed decisions and truly personalize the resident experience. Customer Success Team The Customer Success team owns the customer journey from onboarding through adoption, retention, and growth. We combine high-touch relationship management with data, technology, and proactive account strategy to ensure customers realize measurable value from TSOLife. Our CSMs are growth partners who identify risk early, drive adoption across their accounts, and continuously look for opportunities to deepen customer value. The Role The Customer Success Manager owns the success and growth of an assigned portfolio of TSOLife customers. You will build trusted relationships from community users through corporate executives while using account data, platform adoption, and customer goals to determine where to focus your attention. This is a proactive role. You will be expected to identify risk before the customer raises it, drive adoption when usage is falling short, lead difficult conversations when necessary, and recognize opportunities to expand the relationship. Position Type Fulltime, Salary Location Remote What You’ll Do Own the Full Customer Lifecycle Serve as the primary strategic point of contact, building trusted relationships with community users and corporate stakeholders. Own the full implementation and onboarding lifecycle for assigned accounts. Drive Account Health, Retention & Growth Monitor engagement and platform usage and adoption metrics, proactively diagnosing barriers and executing corrective action plans before they become retention risks. Identify and pursue expansion opportunities as accounts mature, translating usage patterns into a broader growth strategy. Deliver QBRs and executive reporting that demonstrate value, insights, outcomes, and forward strategy to senior stakeholders. Champion Full Feature Product Adoption Stay fluent in all TSOLife products and updates, enabling accurate communication and guidance for customers across our full solution set — not just the module they started with. Create and maintain training and enablement resources to accelerate adoption and support new releases. Provide timely, high-quality support that resolves issues and keeps daily operations running smoothly for every account. Partner Across the Business Advocate for customer needs internally, gathering feedback and partnering with Product, Engineering, and leadership on improvements. Collaborate cross-functionally to ensure a cohesive customer experience that supports company-wide objectives. Ensure the timely delivery of customer-facing assets, including calendars, newsletters, and monthly content, as applicable. Build Repeatable Customer Success Practices Maintain accurate documentation and reporting on account status, risks, value metrics, and engagement activities. Champion industry best practices and emerging trends to continuously raise the bar on customer outcomes. Take on additional responsibilities as they arise — this is a builder's seat in a growing department. What You’ll Bring Proven Customer Success Ownership Experience owning the full customer relationship - onboarding, adoption, retention, and growth with a track record of proactively catching account risk before it becomes a churn conversation, not just responding to tickets as they come in. Product Comprehension The ability to learn a multi-module SaaS platform deeply enough to recognize when a customer's actual goals call for a different or additional part of the product than what they originally asked for. Cross-Functional Collaboration Comfort operating as the bridge between Product, Support, Sales, and the customer, translating customer feedback into something the internal team can act on, and translating roadmap and constraints into something a community or corporate stakeholder can understand. Business & Data Fluency Ability to walk a corporate stakeholder through usage metrics, adoption trends, and ROI in a QBR, and tie those numbers to a forward strategy — not just deliver a relationship-first status update. Comfortable balancing white-glove service with hard conversations about risk and performance. High-Touch Service at Scale Experience providing individualized, high-touch service to enterprise or senior-living-caliber accounts, with the judgment to know when a tailored approach is worth the extra effort and when it isn't. Creative Problem Solving A resourceful, first-principles approach to genuinely ambiguous problems — finding workarounds within real constraints rather than stalling at “that's not possible,” without cutting corners on documentation, security, or scope. Execution at Volume Strong personal systems for managing a full portfolio of accounts simultaneously, with the organizational discipline to make sure nothing goes quiet even as volume grows. Shown Project management and process development experience Industry & Technical Fluency Experience in senior living, healthcare, or another relationship-intensive service industry preferred. High comfort with technology, including messaging, video conferencing, workflow, and database tools. Values Alignment: A genuine fit with TSOLife's values Integrity, Learning, Resilience, Compassion, Self-Awareness, and Team Work. Why You’ll Love it Here Make a Difference: Your work measurably improves quality of life for 230,000+ senior living residents. Passionate Team: Workwith a great, mission-driven team with shared, unwavering purpose and drive. Competitive Compensation & Benefits: We offer remote work, competitive pay, unlimited PTO, Stock Options/Equity, and medical/dental/vision benefits Career Growth: We invest in your professional development to help you grow with the company. Pay: $50,000.00 - $65,000.00 per year Benefits: Dental insurance Health insurance Paid time off Vision insurance Work from home Work Location: Remote
Наблюдалась 2026-09-17, впервые 2026-09-15, источник — Indeed.