Customer Success Manager

ESO

. Act as the hub for customers across their ESO journey .

Posted 9/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management, focusing on product adoption, retention, and satisfaction. Proven ability to lead operational teams and manage complex customer integration needs while utilizing data-driven strategies for improvement.

Highest-signal resume keywords

Customer Success ManagementTrauma Program ManagementOperational ExecutionProject ManagementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer IntegrationProduct AdoptionMetrics ManagementProcess ImprovementKey Performance IndicatorsOnboardingTraining

Soft Skills

People ManagementCollaborationAdaptabilityDecision Making

Industry Keywords

ACS Verified Level I CenterACS Verified Level II CenterCustomer SatisfactionRetention ActivitiesRenewal Management

About the role

Key responsibilities & impact

Act as the hub for customers across their ESO journey
Engage as a point of contact for customers experiencing post-deployment integration challenges
Serve as primary point of contact for customers requiring a Customer Success Manager
Drive product adoption, renewal, and customer satisfaction
Ensure customers adopt ESO Suite into their workflows and use products in line with business objectives
Use data to identify insufficient adoption and usage, driving improvement through frequent engagement with end-users, administrators, and executives
Assist customers intending to renew or grow and serve as an ESO advocate
Own retention and renewal activities, including proactive outreach 60 days before renewal and internal pricing uplift or adjustment interactions
Partner with Sales and Finance on downsells, clawbacks, cancellations, and terminations to save or recover at-risk customers
Identify product expansion opportunities with Sales
Monitor trigger events and determine appropriate customer-success plays
Ensure stakeholders use analytical capabilities from ESO data repositories and health and safety indices
Build and maintain customer relationships and satisfaction
Resolve client needs at the lowest level and escalate when necessary
Report to the Director, Customer Success for Hospitals

Requirements

What you’ll need

5+ years of experience in a leadership role in trauma program management, preferably in ACS verified Level I or Level II center
Experience leading client-focused operational teams, including onboarding, training, and software adoption
Proven ability to manage complex customer integration needs and deliver successful outcomes
Strong track record and desire to manage via metrics and key performance indicators
Excellent people management skills with the ability to lead collaboration across functions and organizations
Ability to make tough decisions and change and adapt quickly while remaining focused on customers
Demonstrated strategic planning and operational execution skills, including project management and process improvement
Demonstrated success in leading growing operations organizations
Ability and desire to travel
Successful background check required for offers

Benefits

Comp & perks

Competitive health plans (medical, dental, & vision insurance)
PTO (starting at 20 days) & 12 company holidays
401(k) with company match
Telemedicine service provided by ESO
Savings accounts (FSA, HSA, DCA)
Employee Assistance Program (EAP)
Annual health and wellness reimbursement
Life insurance, disability insurance, and worksite benefits
Paid parental leave, new child program, & flexible parental return-to-work options
Casual office environments and unlimited office snacks and drinks