Customer Success Manager, Enterprise Accounts

About Kontakt.io

Kontakt.io is revolutionizing healthcare operations by building a platform that automates and orchestrates clinical workflows. Leveraging AI, real-time location data (RTLS), and deep EHR integration, our platform empowers care teams with real-time intelligence and financial discipline, significantly reducing waste, cutting costs, and improving throughput in hospitals.

Trusted by leading U.S. health systems such as HCA, Sutter Health, AdventHealth, Trinity Health, and the U.S. Department of Veterans Affairs, and backed by Goldman Sachs, Kontakt.io is experiencing rapid scaling towards its next phase of durable, disciplined hypergrowth.

The Role: Customer Success Manager, Enterprise Accounts

As a Customer Success Manager, Enterprise Accounts, you will own the post-deployment success of strategic enterprise healthcare customers. This remote role, based in the Western United States, involves close partnership with clinical, operational, IT, and executive stakeholders to drive adoption, value realization, measurable ROI, renewals, and expansion of Kontakt.io’s platform. You will report to the Director, Customer Success Enterprise.

Key Responsibilities

Strategic Customer Ownership

• Manage a portfolio of strategic enterprise 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.

Customer Success Practice & Scale

• Contribute to the ongoing evolution of Kontakt.io’s enterprise 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.

Cross-Functional Collaboration

• 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.

Required Qualifications

• 6+ years of Customer Success experience in the healthcare space, supporting enterprise healthcare organizations.
• Self-starter with the ability to hit the ground running, operate independently with a high level of autonomy, and take ownership of customer relationships and outcomes in a fast-paced, growth-stage environment.
• Comfortable operating in an environment of continuous change, while remaining effective and impactful for customers.
• Experience in healthcare technology, including supporting technology and SaaS platforms, within complex healthcare environments.
• Strong understanding of healthcare workflows, customer lifecycle management, renewals, and expansion strategies.
• Experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare platforms.
• Demonstrated executive presence, with the ability to engage senior leaders, lead strategic conversations, and articulate value and ROI at the executive level.
• Strong problem-solving skills with an ownership-oriented mindset.
• Experience using Salesforce or similar enterprise CRM tools.

Key skills/competency

• Enterprise Customer Success
• Healthcare Technology
• SaaS Platforms
• Real-Time Location Systems (RTLS)
• EHR Integration
• ROI Measurement
• Account Management
• Stakeholder Engagement
• Salesforce CRM
• Workflow Optimization