Job Description
Customer Success Manager Company: Prospyr Medical
Location: Remote (US)
About Prospyr Prospyr 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 Role We'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 Do Own Customer Outcomes & Growth - Act as the strategic partner for a portfolio of high-value customers
- Drive retention, expansion, and long-term customer value - not just "happiness"
- Identify risks early, create action plans, and push customers toward measurable ROI
- Lead QBRs, success plans, and executive-level conversations with practice owners and operators
Build Scalable Customer Education - Create scalable onboarding and education programs that reduce dependency on 1:1 support
- Develop playbooks, workflows, and best-practice guides for complex operational use cases
- Turn real customer learnings into repeatable content that helps every customer succeed faster
Drive Product Adoption - Lead adoption of new features, AI tools, and workflows across your book of business
- Own customer-facing rollout strategy for major product launches
- Help customers rethink and modernize their internal processes to fully leverage Prospyr
Influence the Product Roadmap - Be the voice of the customer in product discussions - grounded in real usage
- Work directly with Product and Engineering to translate customer problems into solutions
- Participate in betas, pilots, and early feature testing with customers
- Close the loop: validate that what we ship actually solves the problem
Operate Cross-Functionally - Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle
- Help define Customer Success processes, metrics, and tooling as the company scales
What We're Looking For Required - 5-8+ years in Customer Success, Account Management, or similar roles in B2B SaaS or in Management Consulting
- Proven ability to drive retention, expansion, and adoption in complex products
- Comfort operating in ambiguity and building process where none exists
- Strong communication skills
- Bias toward action, ownership, and accountability
Preferred - Experience working closely with Product and Engineering teams
- Familiarity with EMR, POS, payments, subscriptions, or analytics platforms
Why Prospyr - Direct influence on customers, product direction, and company trajectory
- Ownership and autonomy - this role shapes how Customer Success works at Prospyr
- A fast-growing company with real product-market fit and deeply engaged customers
- Competitive compensation, equity, and benefits
- Remote-first, high-trust, execution-focused culture
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