LTC Customer Success Manager

At Blue Purpose, our mission is to empower senior care providers through transformative care\-management technology. We are not just a software company; we are a purpose\-driven team focused on helping caregivers, administrators, and clinical leaders deliver better outcomes through powerful, intuitive tools. If you’re seeking a career, passionate about healthcare, and innovation, we want to meet you. **Job Title: Customer Success Manager (hybrid)** **Location:** (Greater Tampa, FL area only) **Salary:** $33\.65 pr/hr ($70,000/year) **Overview** We are seeking an experienced and relationship\-driven Customer Success Manager to ensure our clients achieve maximum value from our solutions. The ideal candidate will serve as a trusted partner to our customers, driving adoption, engagement, and satisfaction while identifying opportunities for expansion and long\-term retention. The CSM will own the post\-implementation relationship with each customer—ensuring engagement, satisfaction, retention, and expansion—while acting as the bridge between clients and our product, training, and engineering teams. **Responsibilities:** **Client Success \& Retention** * Serve as the primary point of contact for customers after go\-live. * Drive adoption of our platform across client teams through training, best practices, and ongoing optimization. * Conduct regular check ins and performance reviews to ensure satisfaction and retention. * Maintain awareness of customer’s operation status and evolving needs. * Manage renewals and ensure contract satisfaction through proactive engagement. * Manage customer escalations and ensure issues are resolved quickly and effectively. **Technical \& Product Alignment** * Translate customer goals and issues into actionable feedback for Product and Development teams. * Monitor client utilization metrics, proactively addressing underutilization. * Stay current with product updates and ensure clients leverage new features effectively. **Implementation Support** * **Partner with Implementation and Training teams** during onboarding to ensure smooth transition to post\-launch success management. * **Conduct customer onboarding sessions** to ensure successful product adoption. * **Document** client goals, configuration preferences, and success plans in CRM. **Collaboration** * Collaborate across **Product, Support, Marketing, and Clinical teams** to enhance customer communication and outcomes. * Identify opportunities to expand relationships through additional services or modules. * Maintain comprehensive documentation of interactions, agreements, and key account insights in CRM. * Contribute to the continuous improvement of Customer Success playbooks and resources. **Qualifications** * Experience in Long Term Care is a requirement * Bachelor’s degree in Business, Computer Science, or a related field. * **4\+ years** of experience in **Customer Success or Account Management** for a SaaS company (healthcare software experience preferred). * Strong technical aptitude; ability to communicate software concepts clearly to non\-technical users. * Exceptional written, verbal, and presentation skills suited for both executive and frontline audiences. * Highly organized, empathetic, and capable of managing multiple facilities simultaneously. * Familiarity with **healthcare operations, and regulatory environments** is a strong plus. * Strong knowledge of all business applications related to the operations of a Care Center like PCC, Matrix, UKG, etc. **Core Traits** * Strategic relationship builder and trusted advisor. * Data\-driven and comfortable using dashboards and analytics. * Calm, professional, and resourceful under pressure. * Passionate about technology’s role in improving outcomes in senior care. **What Success Looks Like** * Clients achieve measurable ROI, improved compliance, and higher satisfaction through VIBE. * High renewal and engagement rates across assigned accounts. * The CSM is viewed as a strategic partner, not a vendor. **Why Join Us?** * Competitive compensation \+ full benefits (WFH, medical, dental, vision, life, AD\&D, 401k, PTO, Holidays) * Play a pivotal role in helping LTC providers transform care delivery through technology, directly influencing resident outcomes and staff efficiency. * If you’re passionate about learning and growing, have a heart for Long Term Care, and thrive in a startup environment, we’d love to hear from you. Apply now and help providers deliver better care through effective technology adoption. * Influence product development by sharing firsthand insights through close customer relationships. Join a collaborative, mission\-driven team dedicated to improving LTC operations—your organizational skills will directly contribute to our clients’ success. Pay: $69,000\.00 \- $70,000\.00 per year Benefits: * Dental insurance * Health insurance * Life insurance * Paid time off * Retirement plan * Vision insurance Application Question(s): * Do you have experience in Long Term Care of senior living? Work Location: Hybrid remote in Tampa, FL 33602