Customer Success Manager

About this role

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies.

We’re filling this role for a client advancing the future of personalized health through clinical-grade microbiome testing—helping individuals and practitioners uncover root causes and take a more proactive, data-driven approach to gut and vaginal health.

ABOUT THE COMPANY

We’re a fast-growing precision health company transforming how people understand and improve their health through advanced microbiome science.

Founded by scientists and physicians, the platform uses clinical-grade testing and genomic technology to deliver personalized, actionable insights for both consumers and practitioners—making preventive, data-driven care more accessible.

THE OPPORTUNITY

We’re looking for a highly organized, relationship-driven, and proactive Customer Success Manager to own and grow B2B partnership accounts.

This role will serve as the primary point of contact for partners post-sale—leading onboarding, driving adoption, and ensuring long-term retention and expansion. You’ll work cross-functionally with Product, Operations, Marketing, and Clinical teams while building scalable systems and playbooks to support a high-quality partner experience.

WHAT YOU’LL DO

CUSTOMER LIFECYCLE MANAGEMENT

- Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion

- Serve as the primary point of contact and trusted advisor for B2B partners

- Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered

ACCOUNT HEALTH & RETENTION

- Develop and monitor customer health metrics; proactively identify and mitigate risk

- Drive retention and expansion through strong relationship management and performance insights

- Track account performance and communicate key trends and opportunities to leadership

OPERATIONAL EXECUTION & PROCESS BUILDING

- Manage and provide oversight to an offshore resource supporting partner operations and customer support

- Maintain clean account documentation, success plans, and internal trackers

- Build scalable playbooks, templates, and processes to improve efficiency and consistency

CROSS-FUNCTIONAL COLLABORATION

- Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience

- Share customer feedback internally and advocate for improvements that drive retention and growth

- Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies)

WHAT SUCCESS LOOKS LIKE

- Strong partner retention and growth across accounts

- High partner satisfaction and engagement

- Reduced churn and faster resolution of issues and escalations

- Scalable systems and processes that improve the overall partner experience

PREFERRED QUALIFICATIONS

- 3–5+ years in Customer Success, Account Management, or a related role

- Experience managing B2B accounts with structured QBRs and executive stakeholders

- Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho)

- Excellent communication and stakeholder management skills

- Highly organized with strong attention to detail and ability to manage multiple priorities

- Comfortable operating in a fast-paced, ambiguous startup environment

KEY COMPETENCIES

- High EQ relationship builder with strong communication skills

- Strategic thinker and problem solver

- Strong cross-functional collaborator and influencer

- Process-oriented with a systems mindset

- Proactive, detail-oriented, and resourceful

NICE TO HAVE

- Experience in healthtech, diagnostics, biotech, or wellness

- Experience building customer health scoring models or dashboards

- Familiarity with content creation tools (e.g., Canva, Google Slides) for partner-facing materials

- Startup experience or comfort wearing multiple hats

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