Customer Success Manager

Now more than ever, our world needs mental health professionals. Day in and day out, they’re doing their best to provide exceptional care to an increasing number of patients. But, they’re working with generic or simplistic tools that limit their potential and growth. We want to change all that – by giving behavioral health organizations everything they need to thrive.

Valant is an established market-leading, software-as-a-service organization serving the unique needs of the behavioral healthcare industry. Our purpose is to make our world a mentally healthier place and we’re seeking enthusiastic, passionate individuals to join us as we transform the industry! If that sounds like you, we’d like to hear from you.

The Customer Success Manager (CSM) owns strategic, executive-level relationships across a portfolio of Valant’s most complex and highest-value customers. You’ll bring Customer Success best practices to drive retention, adoption, and account health, serving as a trusted advisor rather than a point of contact for tickets. If you love bringing structure and strategic thinking to ambiguous, high-stakes relationships, we want to talk to you!

What You’ll Do

• Own end-to-end strategic relationship management for a portfolio of Valant’s most complex, highest-value customer accounts

• Build trusted, executive-level relationships with key business and clinical stakeholders, understanding their top business goals and requirements

• Identify and act on opportunities to deepen product adoption within existing accounts, driving measurable improvements in renewal rate, retention, and satisfaction

• Serve as the single point of contact for post-go-live activities, escalations, and complex account issues

• Recognize customer satisfaction and adoption data patterns to proactively surface risk and opportunity

• Advocate for customers’ product priorities internally while managing expectations and keeping outcomes realistic

• Collaborate cross-functionally with Product, RCM, Sales, and executive leadership to support account strategy

• Contribute to team knowledge-sharing and process improvement as a subject matter expert in strategic account management

What You’ll Need

Required

• Proven experience managing a portfolio of complex, high-value SaaS accounts, including navigating executive-level relationships and business conversations — not solely tactical or support-based account management

• Direct experience with a complex SaaS product, including onboarding and driving adoption

• Demonstrated ability to think and act strategically — connecting day-to-day account work to a broader relationship or business plan

• Comfort operating without a fixed script or checklist, adapting your approach to each account’s needs

• Excellent verbal and written communication skills, including the ability to translate data and account health into a clear narrative for stakeholders at every level

Preferred

• Experience in the behavioral health or broader healthcare industry

• Experience with IOP/PHP workflows or similarly complex, regulated environments

• Experience with Salesforce or a similar CRM

Success in Year 1 Looks like...

• Ramped and Owning a Strategic Portfolio – Fully ramped and independently managing executive-level relationships across a portfolio of Valant’s most complex, highest-value accounts.

• Retention Impact – Measurable improvement in renewal rate and reduction in churn within your assigned customers.

• Engagement and Satisfaction – NPS scores for your managed accounts show measurable improvement, supported by a consistent cadence of executive business reviews.

• Expansion Through Trust – Demonstrated ability to identify and act on opportunities to deepen utilization of Valant’s offerings as befits each customers’ needs.

What We Offer

• Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and HSA contributions

• Generous paid time off and paid sick leave policy

• Bonus plans

• 401k Match

• The chance to drive an important industry forward through next-generation technology

• Ability to work remotely with a strong internet connection

• Salary Range for this position is $65,000 - $75,000

US Citizens and Green Card holders are encouraged to apply. We are unable to sponsor visas at this time.

At Valant, we believe diverse perspectives make us stronger and help us better serve the behavioral health community. We are committed to building diverse teams and hiring employees regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status.

We encourage you to apply even if your experience doesn’t perfectly match every qualification listed. If you’re excited about this role and our mission to make the world a mentally healthier place, we want to hear from you.

This position can be 100% remote, but employees must be located in: Arizona, California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, Pennsylvania South Carolina, Tennessee, Texas, Utah, or Washington state.