Customer Success Manager

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies. We’re filling this role for a client advancing the future of personalized health through clinical-grade microbiome testing—helping individuals and practitioners uncover root causes and take a more proactive, data-driven approach to gut and vaginal health. About the Company We’re a fast-growing precision health company transforming how people understand and improve their health through advanced microbiome science. Founded by scientists and physicians, the platform uses clinical-grade testing and genomic technology to deliver personalized, actionable insights for both consumers and practitioners—making preventive, data-driven care more accessible. The Opportunity We’re looking for a highly organized, relationship-driven, and proactive Customer Success Manager to own and grow B2B partnership accounts. This role will serve as the primary point of contact for partners post-sale—leading onboarding, driving adoption, and ensuring long-term retention and expansion. You’ll work cross-functionally with Product, Operations, Marketing, and Clinical teams while building scalable systems and playbooks to support a high-quality partner experience. What You’ll Do Customer Lifecycle Management Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion Serve as the primary point of contact and trusted advisor for B2B partners Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered Account Health & Retention Develop and monitor customer health metrics; proactively identify and mitigate risk Drive retention and expansion through strong relationship management and performance insights Track account performance and communicate key trends and opportunities to leadership Operational Execution & Process Building Manage and provide oversight to an offshore resource supporting partner operations and customer support Maintain clean account documentation, success plans, and internal trackers Build scalable playbooks, templates, and processes to improve efficiency and consistency Cross-Functional Collaboration Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience Share customer feedback internally and advocate for improvements that drive retention and growth Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies) What Success Looks Like Strong partner retention and growth across accounts High partner satisfaction and engagement Reduced churn and faster resolution of issues and escalations Scalable systems and processes that improve the overall partner experience Preferred Qualifications 3–5+ years in Customer Success, Account Management, or a related role Experience managing B2B accounts with structured QBRs and executive stakeholders Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho) Excellent communication and stakeholder management skills Highly organized with strong attention to detail and ability to manage multiple priorities Comfortable operating in a fast-paced, ambiguous startup environment Key Competencies High EQ relationship builder with strong communication skills Strategic thinker and problem solver Strong cross-functional collaborator and influencer Process-oriented with a systems mindset Proactive, detail-oriented, and resourceful Nice to Have Experience in healthtech, diagnostics, biotech, or wellness Experience building customer health scoring models or dashboards Familiarity with content creation tools (e.g., Canva, Google Slides) for partner-facing materials Startup experience or comfort wearing multiple hats

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