Customer Success Manager

Kontakt.io is building the platform that care operations run on.

We reduce waste, cut costs, and improve throughput in hospitals by automating and orchestrating clinical workflows. Using AI, real-time location data (RTLS), and deep EHR integration, our platform enables care teams to operate with real-time intelligence and financial discipline, improving outcomes for patients and operators alike.

We are trusted by leading U.S. health systems including HCA, Sutter Health, Advent Health, Trinity Health, and the U.S. Department of Veterans Affairs. Backed by Goldman Sachs, we have scaled rapidly over the last two years and are now building the foundation required for the next phase of durable, disciplined hyper growth.

Position Title: Customer Success Manager – Enterprise Accounts (West Region)
Reporting Relationship: Reports to Director, Customer Success Enterprise
Location: Remote. Candidates must be located in the Western United States.
Role Overview: The Customer Success Manager - Enterprise Accounts owns the post-deployment success of strategic enterprise healthcare customers. This role partners closely with clinical, operational, IT, and executive stakeholders to drive adoption, value realization, measurable ROI, renewals, and expansion across Kontakt.io’s platform.

Key Responsibilities:
• Strategic Customer Ownership
• Manage a portfolio of strategic enterprise healthcare customers post-deployment, serving as a trusted long-term partner.
• Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI).
• Build strong relationships across clinical, operational, IT, and executive stakeholders.
• Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization.
• Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction.
• Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth.

• Customer Success Practice & Scale
• Contribute to the ongoing evolution of Kontakt.io’s enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes.
• Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement.
• Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization.
• Provide input on processes, tools, and workflows that improve team efficiency and customer impact.

• Cross-Functional Collaboration
• Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences.
• Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements.
• Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.

Required Qualifications:
• 6+ years of Customer Success experience in the healthcare space, supporting enterprise healthcare organizations.
• Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment.
• Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers.
• Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments.
• Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.
• Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
• Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.
• Strong problem-solving skills with an ownership-oriented mindset.
• Experience using Salesforce or similar enterprise CRM tools.