Customer Success Manager

At Kodiak Solutions, we’re dedicated to transforming the healthcare industry through cutting-edge, technology-driven solutions. We specialize in healthcare finance, unclaimed property, risk management, and revenue cycle management, helping healthcare organizations streamline complex financial operations. Our mission is to simplify and optimize processes, so healthcare providers can focus on delivering excellent patient care.

We are seeking a Customer Success Manager to join our team. The position is for remote work with the expectation of minimal travel to customer locations and Kodiak conference events.

The Customer Success Manager will play a foundational role in shaping Kodiak Solutions’ newly established Customer Success function. As part of an emerging team, this role is both strategic and hands-on—responsible for building customer relationships, driving adoption, and helping define the frameworks, processes, and best practices that will scale across our customer base.

This is a unique opportunity to contribute to a high impact, evolving area of the business. The ideal candidate thrives in environments of growth and change, brings strong customer partnership instincts, and is energized by creating structure, consistency, and value. The Customer Success Lead should have strong business acumen and excellent communication skills, acting as a trusted advisor to clients while also collaborating closely with cross functional teams to influence the future of Customer Success at Kodiak Solutions.

Job responsibilities include, but are not limited to:

• Serve as the primary point of contact for an assigned portfolio of clients, building strong, trusted relationships at multiple levels.
• Lead onboarding efforts to ensure smooth implementation, clear expectations, and early customer success.
• Drive product adoption through proactive engagement tailored to customer goals.
• Monitor account health, identify risks or opportunities, and implement action plans to improve outcomes and retention.
• Partner closely with Product, Implementation, Support, and Leadership teams to advocate for customer needs and influence product enhancements.
• Review performance metrics with customers, providing insights, recommendations, and roadmaps that align with business objectives.
• Facilitate quarterly business reviews (QBRs) and other strategic checkpoints to reinforce value and deepen engagement.
• Act as escalation point for customer issues and coordinate internal resources to ensure timely resolution.
• Manage the renewals process for assigned accounts, including forecasting, preparing renewal materials, identifying risks early, and collaborating with cross functional‑ partners to secure on time‑, successful renewals.
• Maintain accurate documentation, account plans, and activity tracking within Planhat, Salesforce and other internal systems.

Qualifications:

• 2+ years of experience in Customer Success, Account Management, or related client facing‑ roles in SaaS, technology, or professional services.
• Experience in the Healthcare Revenue Cycle industry, including familiarity with revenue cycle workflows, terminology, reimbursement processes, and common operational challenges faced by healthcare organizations.
• Experience using Planhat Customer Success Platform (CSP) is preferred, including managing customer health scoring, workflows, playbooks, renewals tracking, and reporting within the platform.
• Strong communication, presentation, and relationship building‑ skills.
• Ability to simplify complex information, manage competing priorities, and work both proactively and reactively in a fast-moving‑ environment.
• Demonstrated problem solving‑ mindset with the ability to influence without authority.
• Experience partnering across functions to deliver cohesive, high quality‑ customer experiences.
• Passion for continuous improvement and elevating the customer journey.