Customer Success Manager

About Nirvana

At Nirvana, we are revolutionizing the way benefit verification is handled. Recognizing its convoluted and opaque nature, we are dedicated to bringing transparency to the costs and coverage of healthcare. By leveraging machine learning and AI, we have developed tools that enable care providers across various specialties to seamlessly check coverage, from patient intake through continuous monitoring, saving significant time and resources.

Our mission extends beyond facilitating access to care, we aim to alleviate financial anxiety for those seeking medical assistance and for providers. Backed by Northzone, Inspired Capital, Eniac Ventures, Surface Ventures, and other leading investors, Nirvana is on a rapid growth trajectory. We serve some of the largest clients in healthcare, including Lifestance Health, Modern Health, and Headspace, and have expanded beyond behavioral health into physical therapy, intensive outpatient, primary care, and beyond.

Join us as we continue to transform healthcare, making it more transparent and accessible for everyone.

About the Role

Nirvana is looking for a motivated and thoughtful Customer Success Manager to join our growing CS team. You'll own a mixed book of business spanning SMB and mid-market accounts, managing relationships end to end from day one.

This role is ideal for someone with 4+ years of customer facing experience who is ready to take ownership of a diverse portfolio and thrives in an early stage startup environment.

Location: NYC (in office 3 days per week). Candidates must be based in the New York City area. We are not able to consider remote applicants for this role.

What You'll Do

• Gain exposure to Nirvana's customer journey, product, and playbooks, with full account ownership within the first 3 months

• Own a portfolio of accounts spanning SMB and mid-market, managing relationships from onboarding through renewal

• Partner closely with the sales team on pilots and expansion opportunities, helping prospects experience Nirvana's value firsthand and converting them to long-term customers

• Guide customers through onboarding and implementation, ensuring smooth and successful go-lives

• Monitor engagement and usage, surfacing insights to drive adoption and retention

• Serve as a trusted advisor to your accounts, delivering product updates, best practices, and performance reporting

• Use data and insights to monitor account health, inform decisions, and tell compelling stories, including hands-on work in Excel or Google Sheets and Metabase to build reporting and analyze account data

• Advocate internally for customer needs and contribute to process improvements across the CS team

What We're Looking For

• 4+ years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or healthtech experience is a plus)

• Early-stage startup experience required, comfortable working independently in ambiguity

• Strong organizational instincts and the ability to manage multiple accounts and competing priorities

• Collaborative and comfortable working cross-functionally, especially alongside sales during pilot processes

• Excellent communication and interpersonal skills, energized by helping customers succeed

• Data-savvy with intermediate Excel or Google Sheets, Metabase experience preferred

• Comfortable in customer engagement platforms like HubSpot or Salesforce

• Based in NYC and excited to join our hybrid office 3 days a week

Strongly Preferred

• Familiarity with healthcare or healthtech products

• Exposure to onboarding or implementation processes

Compensation

Base salary range: $120,000-140,000 base, depending on experience. This role also includes a variable compensation component on top of base.

How We Support You

• Medical, dental, vision, and 401(k)

• Hybrid, dog-friendly NYC office (3 days per week)

• Unlimited PTO

• $1,000 annual mental health and wellness benefit

• Remote home office support

• Equity compensation

• Fully stocked office kitchen

• Open-door, highly collaborative culture

Nirvana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.