Senior Customer Success Manager

About this role

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it is through our people that we truly make a difference.


Role Overview
The Senior Customer Success Manager (Senior CSM) is a strategic, customer-facing leader responsible for driving long-term value, retention, and expansion across a portfolio of complex, high-value customers. This role combines deep product and industry knowledge with advanced data analysis, financial acumen, and executive-level communication.


The Senior CSM serves as a trusted advisor to customer executives, proactively identifies risks and opportunities, leads cross-functional initiatives, and influences outcomes that directly impact revenue, adoption, and customer outcomes. This role requires strong ownership, sound judgment, and the ability to manage ambiguity while driving measurable results.


Key Responsibilities
Strategic Account Leadership

• Own the end-to-end success of a strategic book of business, including retention, expansion, and long-term customer outcomes.
• Develop and execute multi-quarter success plans aligned to customer businessobjectives, clinical outcomes, and financial goals.
• Drive long-term strategic initiatives with customers, translating vision into actionable roadmaps and measurable success metrics.
• Act as a trusted advisor to executive stakeholders, influencing decision-making and guiding customers through change.

Customer & Product Data Analysis

• Analyze customer usage, adoption, and performance data toidentifytren...