Customer Success Manager, National

The Customer Success Manager - National Accounts owns the post-deployment success of strategic national 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.

Manage a portfolio of strategic national 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.

Contribute to the ongoing evolution of Kontakt.io ’s national 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.

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.