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2 months ago
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Requirements and responsibilities
About ProspyrProspyr Medical is building the operating system for medical aesthetics and wellness. We replace fragmented EMRs, POS systems, payments tools, and analytics with a single, modern platform designed for how practices actually run.Our customers rely on Prospyr to power revenue, operations, and patient experience. Customer Success is not a support function here — it’s a growth engine and a direct input into product strategy.The RoleWe’re looking for a Customer Success Manager who is equal parts operator, consultant, and product partner.You’ll own high-impact customer relationships end-to-end: driving outcomes, pushing adoption, surfacing product gaps, and helping shape what we build next. This role is hands-on, fast-moving, and highly cross-functional — ideal for someone who likes ambiguity, ownership, and real influence.What You’ll DoOwn Customer Outcomes & GrowthAct as the strategic partner for a portfolio of high-value customersDrive retention, expansion, and long-term customer value — not just “happiness”Identify risks early, create action plans, and push customers toward measurable ROILead QBRs, success plans, and executive-level conversations with practice owners and operatorsBuild Scalable Customer EducationCreate scalable onboarding and education programs that reduce dependency on 1:1 supportDevelop playbooks, workflows, and best-practice guides for complex operational use casesTurn real customer learnings into repeatable content that helps every customer succeed fasterDrive Product AdoptionLead adoption of new features, AI tools, and workflows across your book of businessOwn customer-facing rollout strategy for major product launchesHelp customers rethink and modernize their internal processes to fully leverage ProspyrInfluence the Product RoadmapBe the voice of the customer in product discussions — grounded in real usageWork directly with Product and Engineering to translate customer problems into solutionsParticipate in betas, pilots, and early feature testing with customersClose the loop: validate that what we ship actually solves the problemOperate Cross-FunctionallyCollaborate with Support, Implementation, and Marketing to improve the full customer lifecycleHelp define Customer Success processes, metrics, and tooling as the company scalesWhat We’re Looking ForRequired5–8+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management ConsultingProven ability to drive retention, expansion, and adoption in complex productsComfort operating in ambiguity and building process where none existsStrong communication skillsBias toward action, ownership, and accountabilityPreferredExperience working closely with Product and Engineering teamsFamiliarity with EMR, POS, payments, subscriptions, or analytics platformsWhy ProspyrDirect influence on customers, product direction, and company trajectoryOwnership and autonomy — this role shapes how Customer Success works at ProspyrA fast-growing company with real product-market fit and deeply engaged customersCompetitive compensation, equity, and benefitsRemote-first, high-trust, execution-focused culture
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