Customer Success Manager

About Nobi USA

Nobi USA is a pioneering company in AgeTech and the developer of the Nobi Smart Light, a cutting-edge technology designed to empower elderly individuals, their families, and senior care providers. Our mission is to provide discreet, responsive solutions that deliver care when needed, while maintaining independence and dignity. Through innovation and collaboration, we ensure our products meet the unique needs of our customers and establish a globally recognized brand.

Job Description

About the Role

The Customer Success Manager: US owns the post-go-live customer relationship for Nobi's US accounts — everything that happens once a community is live and using Nobi day to day. The role works at two levels: day-to-day ownership of individual live communities, and, as experience and seniority grow, ownership of broader regional and operator-level relationships spanning multiple communities. Account allocation reflects this progression, with a clear path to grow into larger, more strategic operator relationships over time.

At its core, this is a proactive, strategic function focused on customer health, product adoption, value realization, and retention — not primarily relationship management or escalation coordination. As we rebuild and professionalize the US Customer Success function, you'll drive proactive account development across your portfolio, partnering with Implementation for a smooth go-live handoff, with Support on escalations, and with Sales on renewal and expansion conversations — while retaining overall accountability for the health and satisfaction of every account in your portfolio.

Key Responsibilities

• Own the customer relationship at both the individual community and the regional/operator level, with portfolio scope and complexity reflecting your experience and seniority.
• Proactively monitor account health, product adoption, and usage trends, driving value realization and getting ahead of risks well before they affect renewal.
• Partner with the Implementation team to ensure a smooth handoff from go-live into steady-state account management.
• Coordinate with the Support team on escalations affecting your accounts, ensuring customers feel heard and issues are resolved quickly.
• Identify and support renewal and expansion opportunities, partnering with Sales on upsell and cross-sell conversations.
• Conduct regular business reviews with key accounts and, at the operator level, with regional stakeholders, sharing usage insights and reinforcing the value of the Nobi platform.
• Gather and relay customer feedback to Product, Support, and Implementation teams to inform roadmap and service improvements.
• Manage a portfolio of concurrent customer relationships across multiple accounts, operators, and stages of the customer lifecycle, with the opportunity to grow into larger, more strategic operator relationships over time.

What You Bring

• 5+ years of customer success, account management, or customer-facing experience. Strong preference for candidates who bring senior living experience from the operator side and/or Customer Success experience at a rapidly scaling, venture-backed technology company.
• Experience managing a portfolio of concurrent customer accounts and relationships.
• Evidenced history of building and maintaining successful, long-term customer relationships.
• Strong communication and stakeholder-management skills; comfortable presenting to both frontline staff and senior stakeholders.
• Ability to explain technical concepts clearly, build trust quickly, and adapt communication style to the audience.
• Comfort working cross-functionally with Implementation, Support, and Sales teams to resolve issues and identify opportunities.
• Ability to prioritize and self-manage time across a portfolio of accounts with competing needs.
• Willingness and ability to travel up to 20% of the time to customer sites across the US.
• Self-motivated and effective working in a fully remote, distributed team.
• Understanding and experience with HIPAA compliance

What We Offer

• Competitive Salary
• A fully remote position, with occasional travel to customer sites across the US.
• A full benefits package, including retirement savings, medical, dental, and vision insurance, life insurance, and Short- and Long-Term Disability coverage.
• A paid time off package.
• The opportunity to be part of a growing company and help build safer, more independent lives for older adults, as part of a mission-driven AgeTech company.