Customer Success Manager

Aline is the bridge between senior care and technology, built to strengthen connections where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart.Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space. We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care.That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike.As a Customer Success Manager at Aline, you will play a pivotal role in managing and nurturing a portfolio of 20-40 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth.

You will leverage your expertise in customer success, customer training, and industry best practices to deliver exceptional results and drive customer value.Responsibilities• Customer Relationship and Advocacy:◦ Act as the day-to-day contact for a portfolio of 20-40 customers, building trust and rapport.◦ Serve as a trusted advisor, aligning customer goals with Aline’s products/services.◦ Respond to customer needs and coordinate internally for resolution.• Retention & Growth:◦ Drive adoption and utilization of products/services purchased to ensure customers realize measurable value.◦ Proactively identify expansion opportunities (upsell/cross-sell) in collaboration with Sales.◦ Reduce churn by developing and implementing strategies for at-risk accounts.Planning & Execution◦ Develop and execute customer success plans across all customers in your portfolio.◦ Conduct regular check-ins and product trainings.◦ Execute customer success plans focused on adoption and satisfaction.◦ Partner closely with Support and Product teams to escalate issuesData-Driven Insights◦ Track health metrics and proactively address risks, flagging trends and risks to senior team members.◦ Document customer interactions and progress in CRM/CS tools.Internal Contribution◦ Share customer feedback with Product and CX teams. ◦ Help refine playbooks and improve onboarding and support processes. Qualifications2–4 years of professional experience in Customer Success, Account Management, or client-facing roles.Experience with SaaS or tech platforms strongly preferred.Exposure to customer lifecycle (onboarding, adoption, renewal)Proven experience managing a portfolio of 20-40 mid-market customers, with a track record of success.Experience using a Customer Success Management Platform.Strong communication skills, ensuring that customer needs and expectations are consistently met.Ability to work in a fast-paced, dynamic environment.Strong problem-solving skills, with a proactive and solutions-oriented mindset.Originally posted on Himalayas