Customer Success Manager

Company: Commence
Location: Virginia Beach
Posted on: February 18, 2026

Job Description:

Job Description Job Description Description: At Commence, we’re the start of a new age of data-centric transformation, elevating health outcomes and powering better, more efficient process to program and patient health. We combine quality data-driven solutions that fuel answers, technology that advances performance, and clinical expertise that builds trust to create a more efficient path to quality care. With human-centered, healthcare-relevant, and value-based solutions, we create new possibilities with data. We provide proof beyond the concept and performance beyond the scope with a focus on efficiencies that transform the lives of those we serve. With a culture driven by purpose, straightforward communication and clinical domain expertise, Commence cuts straight to better care. Requirements: The Customer Success Manager (CSM) will play a vital role in the growth and success of Commence in the Commercial Healthcare markets. This role serves as the primary post sale relationship owner and will work closely with clients to drive adoption, optimize outcomes and support long term retention and growth. The CSM will partner with sales, product and support to translate customer goals into actionable success plans and identify opportunities to expand value. This position requires someone who can work deliver trusted experience aligned with the mission of improving healthcare through technology. Serve as the primary post sale point of contact for assigned customers, owning the overall relationship, satisfaction and potential growth. Support customer onboarding and implementation in partnership with sales, product and support to ensure a smooth and timely go-live Develop and maintain customer success plans that align with client goals, use cases and key performance indicators Drive product adoption by providing ongoing training, best practice recommendations and guidance tailored to healthcare workflows and regulatory needs. Actively monitor customer health, adoption and engagement to identify risks, mitigate churn and address issues before escalation. Conduct regular business reviews such as QBR’s to demonstrate value, report outcomes and align on future objectives. Act as the voice of the customer internally to gather feedback and collaborate with product and engineering to influence roadmap priorities. Coordinate issue resolution by working closely with the support and technical teams to ensure timely and effective problem resolution. Identify expansion and upsell opportunities in partnership with sales Support contract renewals by reinforcing ROI, addressing concerns and ensuring a positive renewal experience Maintain accurate customer records, activity notes and health metrics in CRM and customer success platforms Qualifications Bachelor’s degree in business, communications or another related field. Minimum of 5-7 years of experience in sales, customer support or other related field and preferably within the software or technology industry. Experience supporting healthcare organizations, government agencies, or regulated industries with complex workflows. Strong ability to build trusted relationships with diverse stakeholders, including executive, operational, and technical contacts. Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical audiences. Proficiency with CRM and similar customer success platforms. Strong problem-solving and organizational skills, with the ability to manage multiple customer accounts and priorities simultaneously. Coachable mindset with a strong desire to learn, improve and grow in a customer success or similar career. Detail-oriented with the ability to manage multiple tasks and meet deadlines. Must be able to travel within the United States on a quarterly basis while maintaining professionalism. Work Environment/Physical Demands The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is an office position. While performing the duties of this job, the employee regularly works in a climate-controlled environment. Candidates must be able to sit, read, work on a computer, and watch a computer screen for extended periods of time. Occasionally required to stand, walk, use hands and fingers, kneel or crouch. Commence.AI is committed to providing equal employment opportunities to all applicants, including individuals with disabilities. If you require a reasonable accommodation to participate in the application process due to a disability, please contact Human Resources at (757) 306-4920 or hr@commence.ai. Please note that unless you are requesting accommodation, all applications must be submitted through our online application system.

Keywords: Commence, Richmond , Customer Success Manager, Customer Service & Call Center , Virginia Beach, Virginia