Senior Client Success Manager

About the Company

Recura, now a part of PatientNow, is an AI startup building automated sales and marketing for cash-based medical clinics. Our customers are majority women-owned businesses and rely on us to deliver intelligent, reliable AI experiences that drive revenue and growth and serve their customers.

Position Summary

As a Customer Success Manager, you’ll be the primary point of contact for our customers after they go live. You’ll help them achieve measurable business outcomes using our platform, deepen their understanding of AI-driven automation, and ensure they continue to grow with us. This is a hands‑on, high‑impact role that combines relationship management, strategic advising, and occasional technical troubleshooting.

Your north star will be Net Revenue Retention (NRR) - driven by retention, engagement, education, and expansion. You’ll work closely with Sales, Support, and Product teams to turn happy customers into long-term partners.

This role will be required to be in-office at our Brooklyn, NY location.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Own customer relationships after onboarding — ensuring customers achieve success and see measurable results from our AI-driven marketing platform.
• Drive product adoption and engagement by helping customers optimize prompts, workflows, and configurations.
• Identify opportunities for expansion and upsell, collaborating with Sales to close them.
• Monitor account health, usage, and satisfaction; proactively address risks and resolve issues before they elevate.
• Provide strategic guidance to customers on how to best leverage automation to grow their business.
• Collaborate cross‑functionally with Product, Engineering, and Support to represent the voice of the customer and influence product direction.
• Design and improve processes, playbooks, and success frameworks as we scale our customer base.
• Mentor and eventually help build and manage a team of CSMs as the company grows.
• Occasionally jump in for hands‑on configuration or troubleshooting to deliver a great customer experience.

Competencies

To perform the job successfully, an individual should demonstrate the following.

Education / Experience

Physical Demands

While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.

The above job description is not intended to be an all‑inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

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