Customer Success Manager

Company Description

Today, when you go to your doctor and get referred to a specialist (e.g., for sleep apnea), your doctor sends out a referral and tells you, “They’ll be in touch soon.” So you wait. And wait. Sometimes days, weeks, or even months. Why? Because too often specialists and medical services are overwhelmed with referrals and the painstakingly manual process it takes to qualify your referral prevents them from getting around to it on time, or sometimes at all. Tennr prevents these delays and denials by making sure every referral gets where it needs to go, with the right info, at the right time. Powered by RaeLM™ Tennr reads, extracts, and acts on every piece of patient information so providers can capture more referrals, slash denials, and reduce delays.

Role Description

As a Customer Success Manager at Tennr, your mission is simple: make our customers deliriously happy. That means delivering more than just great software — it means being a trusted, strategic partner to some of the most complex healthcare organizations in the country. You’ll own the customer relationship end-to-end, from onboarding and implementation to renewal and expansion, working across stakeholders from front-line users to the C-suite.

To succeed, you’ll combine deep product expertise with a nuanced understanding of healthcare operations, turning messy workflows into streamlined automation and feedback into roadmap-shaping insights. You'll run hands-on trainings, execute client success plans, and ensure that every customer sees clear, ongoing value from Tennr. You’ll also work closely with Product, Engineering, and Operations to develop internal tools and processes that make both our customers and our team more effective.

This is a high-impact role for someone who thrives in ambiguity, loves solving hard problems, and builds relationships that last. If you’re energized by big challenges and want to help fix healthcare — one delighted customer at a time — we’d love to meet you.

Responsibilities

This role is responsible for maximizing customer value across the lifecycle for Tennr’s. Core ownership includes:

• Own the end-to-end customer relationship — from onboarding through renewal and expansion — ensuring timely implementation and long-term success.
• Lead onboarding and training with a clear, outcome-driven strategy that drives adoption and aligns Tennr to customer goals.
• Build strong, trusted relationships across end users, admins, and executives; proactively manage risk and resolve issues with urgency and care.
• Develop and execute success plans tied to business value, tracking progress and evolving strategy as customer needs change.
• Collaborate with Product and Engineering to translate customer insights into roadmap priorities and shape future platform improvements.
• Design and launch tools — including health score reporting, worker forecast dashboards, and data request ticketing systems — that support both internal decision-making and customer outcomes.
• Identify expansion opportunities and activate customer advocacy through strategic reviews, references, and case studies.

Candidate Qualifications

• 2+ years of experience in a Success, Account Management, Consulting, Investment Banking, or BizOps
• You’re a self-starter with an entrepreneurial mindset.
• You thrive in an unstructured start-up environment (lack of process does not frustrate you).
• Able to effectively multitask across multiple accounts while knowing when to dive deep into specific customer needs, maintaining the right balance to deliver both scalable and personalized success.
• Proven experience leading complex, cross-functional projects and distilling intricate details into clear, actionable requirements for both technical and non-technical teams.
• Exceptional written and verbal communication skills with strong interpersonal instincts; able to quickly build trust and collaborate effectively across diverse teams and stakeholder groups.
• A passion for interpreting complex data, uncovering meaningful trends, and translating them into actionable insights that drive decision-making — all while partnering closely with analytics teams to maximize impact.
• Detail-oriented mindset with a focus on continuous improvement and operational excellence.
• Willing to travel as needed.

Why Tennr?

• Drive Impact: one of our company values is Cowboy, meaning you set the pace. You won’t just talk about things, you’ll get them done. And feel the impact.
• Develop Operational Expertise: learn the inner workings of scaling systems, tools, and infrastructure
• Innovate with Purpose: we’re not just doing this for fun (although we do have a lot of fun). At Tennr, you’ll join a high-caliber team maniacally focused on reducing patient delays across the U.S. healthcare system.
• Build Relationships: collaborate and connect with like-minded, driven individuals in our Chelsea office 4 days/week (preferred)
• Free lunch! Plus a pantry full of snacks.

Benefits

• New, spacious Chelsea office
• Unlimited PTO
• 100% paid employee health benefit options
• Employer-funded 401(k) match
• Competitive parental leave