Customer Success Manager (Payer)

About TPN.health:
Built by clinicians for clinicians, TPN.health is a digital platform that connects licensed behavioral health professionals, treatment facilities and hospitals while providing behavioral provider network access and care navigation to self insured employers, TPA’s, Health Plans, Labor Unions and Strategic Partnerships. Founded in 2019 and headquartered in New Orleans, we are a rapidly growing health tech startup committed to improving patient outcomes through clinically matched care and digital innovation. Learn more at tpn.health.

Role Overview:
We’re seeking a proactive, relationship-driven Customer Success Manager to be the primary contact between TPN.health and the assigned clients and will ensure delivery of the highest level of customer satisfaction, customer retention, and maximization of revenue.  You will lead onboarding, engagement, adoption, and retention for our customers. This is a cross-functional role that collaborates with sales, clinical, support, engineering, care navigation, and marketing teams.

This is an ideal opportunity if you have a passion for innovation, collaboration, improving access to behavioral healthcare, and seeking career growth opportunities.

Responsibilities:

• Serve as the primary point of contact lead between TPN.health and the customer i.e. Self Insured Employer, TPA, Health Plan or Strategic Partner building professional long-term relationships with key stakeholders
• Work cross-functionally to manage the full customer lifecycle from onboarding to renewals and expansion, to drive customer engagement, satisfaction, and proactive problem solving 
• Develop and maintain strong professional relationships with all functions within TPN.health
• Quantify and document upsell opportunities and implement strategies for renewals and expansion
• Coordinate feedback and advocate for customer needs internally
• Develop customer enablement materials, deliver platform adoption sessions, provide reporting, and prepare monthly/quarterly business reviews
• Stay up to date on industry trends, competitor activities, and emerging technologies
• Use insights to continuously improve our services and exceed customer expectations
• Be available to represent TPN.health at select healthcare conferences
  
  

Qualifications:

• 3-5 years in Customer Success, Account Management, Account Executive or similar experience
• Forward thinking, self-starter who works well in a fast-paced, changing environment
• Ability to thrive in a remote work environment
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines with a sense of urgency.
• Strong analytical and problem-solving skills.
• Proficient in using communication tools (like Slack), productivity tools (like Google Workspace), and familiarity with CRM systems (Hubspot preferred)
• Ability to manage multiple priorities and clients simultaneously
• Understanding of care coordination, patient journeys, or referral workflows (preferred)
• Experience in healthcare, behavioral health, and/or healthcare tech 
• Bachelors degree preferred

What We Offer:

• Salary Range: $70,000 - $80,000 base plus incentives
• Work Schedule: 4.5-day workweek (early Fridays!)
• Benefits: Health, Dental, Vision, and more
• Time Off: Generous vacation, sick, and mental health days
• Growth: Professional development and leadership opportunities
• Impact: The chance to shape the future of behavioral health care through technology and innovation

Location

This is a remote-first role, though TPN.health’s headquarters is located in the heart of New Orleans at 650 Poydras Street (accessible by streetcar, bike-friendly, parking available).

Why Join Us:

• We're a mission-driven startup transforming access to behavioral healthcare.
• We believe in work-life balance and value mental wellness—just like we promote it.
• We’re collaborative, curious, and driven by making real change.