Job Description

Job Announcement: Customer Success Manager

Amid clinical workforce shortages, rising healthcare costs, and ongoing concerns about inequity, IMPaCT unlocks the power of the grassroots community health workforce.

Here at IMPaCT Care ( we get out of bed every day to change lives, with the most effective intervention in the world for addressing health inequity. We find, train and enable Community Health Workers: caring people who keep their communities healthy. We have built the largest and most scientifically-proven Community Health Worker platform in the country, used across 22 states by 70+ organizations like Kaiser Permanente, CVS and United Way. Across multiple randomized controlled trials ( IMPaCT has achieved outcomes frequently believed to be out of reach, including $2,500 annual savings per patient, improved mental health and a Net Promoter Score of 94. We're making waves: on CNN ( in WaPo ( at the Fed ( is even a new Medicare billing code ( for Community Health Workers that is modeled after IMPaCT.

We're changing the game, but also know the importance of enjoying the journey. That's why we have made sure that IMPaCT Care is the place to be! We provide competitive compensation and equity grants, comprehensive benefits and plenty of opportunities for team-building and fun. Plus you get to work from home. 

Interested? Read on.

Who You Are

A tech-savvy team player who thrives in fast-paced environments. You are:

• A project management maestro – You flawlessly orchestrate implementations, capture critical details, and distill complex discussions into crisp takeaways and action items
• A communication ninja – Your emails, decks, and meetings are models of clarity and concision.
• A great listener – You hear what customers are saying and build trusting relationships.
• A health tech whisperer – You geek out on SaaS tools (CRM, Zoom, Asana) and healthcare workflows.

What You'll Do

Project & Relationship Excellence

• Do what you say you will: Delight your customers by keeping your commitments and proactively communicating when deliverables are as risk or behind schedule.
• Document like a pro: Capture meeting notes with laser focus, highlighting decisions/actions (e.g., "Per 6/15 discussion, Sunbelt will pilot new workflows by Q3").

• Communicate with polish: Deliver succinct, actionable updates (e.g., quarterly business review decks, risk mitigation plans).

Customer Success Management

• Co-manage a portfolio of 10-15 healthcare customers, ensuring retention and contract expansion through tight execution and relationship management.
• Support end-to-end CHW program launches, implementation, and ongoing success, coordinating across stakeholders to ensure successful execution and achievement of customer goals.
• Own and streamline the Tech Review process by collaborating with IT and customer stakeholders to assess technical needs, align on compliance requirements, and establish clear timelines and success metrics—ensuring frictionless platform adoption and scalability.

Requirements

3+ years in CSM/account management, preferably at a health tech startup or SaaS company. Familiarity with basics of U.S. health care.

Proven ability to:

• Manage concurrent projects with zero dropped balls.
• Summarize discussions into 1-pagers that executives love.
• Navigate healthcare stakeholders (Healthcare systems, CBOs, payers) 
• Tech stack proficiency: Google suite, CRM (Salesforce), Zoom, Asana, LMS platforms.
• Bachelor's degree (MBA or MPH a plus).
• Travel: 1-2x/quarter for IMPaCT team retreats and customer onsite visits.

One of our core values is to create a diverse workplace that welcomes and values each team member's unique perspective, background, and ideas. We are committed to an inclusive and diverse workplace.

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