Customer Success Manager (SMB)
Location: New York City (Hybrid)

About the Company

At Nirvana, we are revolutionizing the way benefit verification is handled. Recognizing its convoluted and opaque nature, we are dedicated to bringing transparency to the costs and coverage of healthcare. By leveraging machine learning and AI, we have developed tools that enable care providers across various specialties to seamlessly check coverage, from patient intake through continuous monitoring, saving significant time and resources.

Our mission extends beyond facilitating access to care; we aim to alleviate financial anxiety for those seeking medical assistance and numerous providers. With support from esteemed investors such as Inspired Capital, Eniac Ventures, and Surface Ventures, Nirvana is on a rapid growth trajectory. Over the past year, we have served some of the largest clients in healthcare, including Lifestance Health, Modern Health, and Headspace.

Join us as we become the trust layer in healthcare, making it more transparent and accessible for everyone.

About the Role

Nirvana is looking for a motivated and thoughtful Customer Success Manager to support our growing base of small and medium-sized healthcare customers. As an early member of the Customer Success team, you’ll have the opportunity to help shape how we deliver value to our clients and ensure they get the most out of Nirvana’s technology. You’ll be the go-to partner for your book of business—from onboarding to renewals—proactively guiding customers through their journey with us.

This is a great opportunity for someone with 2–4 years of experience in customer-facing roles who is eager to grow in a fast-paced, mission-driven environment.

Location: NYC (In office 3 days per week)

What You’ll Do

• Build and manage strong relationships with a portfolio of SMB and mid-market customers

• Guide new customers through onboarding, ensuring a smooth and successful implementation

• Understand each customer’s goals and proactively identify ways to help them succeed using Nirvana

• Monitor customer usage and engagement; provide actionable insights to increase adoption and retention

• Serve as a trusted advisor, delivering product updates, best practices, and performance reporting

• Advocate for customer needs internally and help prioritize feedback across teams

• Contribute to process improvements that enhance the overall customer experience
  

What We’re Looking For

• 2–4 years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or Healthtech experience is a plus)

• Excellent communication and interpersonal skills—you’re energized by helping others succeed

• Strong organizational skills with the ability to manage multiple accounts and priorities

• Skilled at using data to derive insights and tell compelling stories

• Proficient in tools like Excel/Google Sheets and customer engagement platforms (e.g. HubSpot, Salesforce)

• Based in NYC and excited to join our hybrid office 3 days a week
  

Nice to Have

• Experience in a startup or fast-paced environment

• Familiarity with healthcare or healthtech products

• Exposure to onboarding or implementation processes

How We Support You

• Medical, dental, vision, and 401K
  

• Hybrid, dog-friendly office (3 days a week)
  

• Unlimited PTO
  

• $1,000 annual mental health wellness benefit
  

• Remote work/home office support
  

• Equity compensation packages
  

• Stocked office kitchen
  

• Collaborative, open-door culture