• Own and shape the success of our customer accounts, driving measurable outcomes across expansion, adoption, satisfaction, and long-term value. • Document, build, and scale the structure for Customer Success Managers (CSMs), leading and mentoring them to ensure they deliver exceptional service and achieve customer goals. • Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions. • Serve as the lead Customer Success Manager for the first clients, ensuring their onboarding, utilization, and satisfaction with the product. • Actively engage with customers and lead by example, while also building a team that will take over ongoing customer management. • Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction. • Partner with the Value-Based Care (VBC) Product Manager to align customer success goals with VBC initiatives. • Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts. • Track, report, and follow up on the adoption, value, utilization, and engagement of Tom services with customers. • Continuously monitor and assess customer health, utilizing success metrics and feedback loops to identify risks and opportunities for proactive engagement and account growth. • Lead and grow the Customer Success Manager team, ensuring they have the tools, resources, and support needed to succeed. • Ensure that the Customer Success team is well-equipped with the knowledge and training to handle new product offerings, updates, and services.