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