Customer Success Manager

August Health, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for assigned senior living operators, building and maintaining long-term, trusted client relationships from post-go-live through renewal.
• Own the end-to-end customer success journey by driving platform adoption, engagement, and measurable outcomes using August Health’s EHR and operating platform.
• Assess and understand each customer’s existing system configurations, workflows, and data structures to recommend optimal settings that align with evolving operational needs.
• Conduct regular strategic check-ins and success reviews with key stakeholders to evaluate performance, track progress against defined success metrics, and plan future goals.
• Monitor customer health metrics proactively to identify risks of churn or disengagement, and collaborate cross-functionally to resolve issues before escalation.
• Identify and nurture expansion opportunities, including upsells and additional product adoption, based on customer usage patterns and business growth.
• Translate customer business challenges and goals into technical and workflow requirements to guide product and implementation teams.
• Analyze customer data to surface trends, optimization opportunities, and insights that improve care delivery and operational efficiency.
• Advocate for customer needs internally by contributing feedback to product development and feature prioritization cycles.
• Represent August Health at customer sites, industry conferences, and strategic meetings, with up to 25% travel required.
• Partner with customers to define, track, and report on clear, measurable success metrics tied to care quality, staff efficiency, and regulatory compliance.
• Work closely with Implementation, Product, and Support teams to ensure seamless onboarding, ongoing support, and maximum value realization from the platform.
• Maintain a deep understanding of senior living operations, including caregiver workflows, resident acuity levels, and staffing challenges, to provide context-aware guidance.
• Foster a customer-obsessed culture by consistently demonstrating empathy, proactive communication, and a commitment to improving the customer experience.
• Stay informed about industry trends in senior care and EHR technology to provide strategic advice and position August Health as a trusted advisor.

🎯 Requirements

• 3+ years of experience in a customer-facing role, ideally in Customer Success, Account Management, Implementation, or a similar function
• Proven ability to build and maintain strong relationships with diverse stakeholders, including C-level executives
• Strong analytical skills with experience using customer data to drive adoption, identify risks, and uncover expansion opportunities
• Exceptional communication and interpersonal skills, with a track record of influencing and building trust across organizations
• Ability to thrive in ambiguity, make decisions with incomplete information, and create structure in dynamic environments
• Comfort with CRM and analytics tools to track customer health, usage, and success metrics

🏖️ Benefits

• 100% company-paid premiums for health, dental, and vision coverage
• Company contributions to your HSA
• 2% 401(k) match
• Rightway Health Advocacy and Spring Health Mental Wellness services
• Flexible time off policy
• 100% paid family leave
• All-expenses-paid, in-person company offsites twice a year

Skills & Technologies

Spring

Onsite

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August Health, Inc.

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About August Health, Inc.

August Health provides software for senior living operators to digitize clinical and operational workflows. Its platform combines electronic health records, care planning, medication management, and analytics to replace paper-based processes in assisted-living communities. Features include real-time resident charts, incident tracking, compliance reporting, and integrations with pharmacies and labs. The company targets multi-site operators seeking scalable, interoperable solutions to improve care quality, reduce administrative burden, and meet regulatory requirements.

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