Customer Success Manager

About the role

We're a fast-growing precision health company transforming how people understand and improve their health through advanced microbiome science. Founded by scientists and physicians, the platform uses clinical-grade testing and genomic technology to deliver personalized, actionable insights for both consumers and practitioners-making preventive, data-driven care more accessible. We're looking for a highly organized, relationship-driven, and proactive Customer Success Manager to own and grow B2B partnership accounts. This role will serve as the primary point of contact for partners post-sale-leading onboarding, driving adoption, and ensuring long-term retention and expansion. You'll work cross-functionally with Product, Operations, Marketing, and Clinical teams while building scalable systems and playbooks to support a high-quality partner experience.

Responsibilities

• Customer Lifecycle Management
• Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion
• Serve as the primary point of contact and trusted advisor for B2B partners
• Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered
• Account Health & Retention
• Develop and monitor customer health metrics; proactively identify and mitigate risk
• Drive retention and expansion through strong relationship management and performance insights
• Track account performance and communicate key trends and opportunities to leadership
• Operational Execution & Process Building
• Manage and provide oversight to an offshore resource supporting partner operations and customer support
• Maintain clean account documentation, success plans, and internal trackers
• Build scalable playbooks, templates, and processes to improve efficiency and consistency
• Cross-Functional Collaboration
• Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience
• Share customer feedback internally and advocate for improvements that drive retention and growth
• Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies)
• What Success Looks Like
• Strong partner retention and growth across accounts
• High partner satisfaction and engagement
• Reduced churn and faster resolution of issues and escalations
• Scalable systems and processes that improve the overall partner experience

Requirements

• 3-5+ years in Customer Success, Account Management, or a related role
• Experience managing B2B accounts with structured QBRs and executive stakeholders
• Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho)
• Excellent communication and stakeholder management skills
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Comfortable operating in a fast-paced, ambiguous startup environment
• Key Competencies
• High EQ relationship builder with strong communication skills
• Strategic thinker and problem solver
• Strong cross-functional collaborator and influencer
• Process-oriented with a systems mindset
• Proactive, detail-oriented, and resourceful
• Experience in healthtech, diagnostics, biotech, or wellness
• Experience building customer health scoring models or dashboards
• Familiarity with content creation tools (e.g., Canva, Google Slides) for partner-facing materials
• Startup experience or comfort wearing multiple hats

Benefits

Additional Information

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies. We're filling this role for a client advancing the future of personalized health through clinical-grade microbiome testing-helping individuals and practitioners uncover root causes and take a more proactive, data-driven approach to gut and vaginal health.

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