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
