About the Role

SafeRide Health is seeking a strategic and people-focused Manager of Customer Success to lead a high-performing team supporting our payer and provider partners nationwide. In this role, you will oversee customer experience, retention outcomes, and operational excellence—ensuring our clients receive exceptional service that ultimately helps members access the care they need. You will design scalable processes, guide renewal strategy, and champion the voice of the customer to continuously strengthen SafeRide’s impact and relationships.

Key Responsibilities

• Lead and mentor a high-performing Customer Success team, fostering a culture of accountability, collaboration, and continuous improvement.
• Design and optimize scalable processes that enhance customer experience, drive operational efficiency, and support long-term account health.
• Own renewal strategy across the customer base, ensuring proactive engagement, alignment with client goals, and strong retention outcomes.
• Partner cross-functionally with Sales, Account Management, and Operations to ensure seamless onboarding, implementation, and ongoing support.
• Develop and monitor KPIs to evaluate team performance, customer satisfaction, and renewal trends; communicate insights to senior leadership.
• Identify systemic issues impacting customer success and implement solutions that improve service delivery and client outcomes.
• Serve as an escalation point for complex client issues, ensuring timely resolution and transparent communication.
• Contribute to contract management and renewal negotiations with a customer-centric, data-informed perspective.
• Champion the voice of the customer internally, advocating for enhancements across product, service, and support.

Required Qualifications

• Bachelor’s degree.
• 5+ years of experience in Customer Success or Account Management within healthcare, B2B SaaS, or enterprise technology.
• 3+ years of experience leading customer success or account teams.
• Proven track record managing renewals and driving retention strategies.
• Strong leadership and coaching skills with a passion for team development.
• Excellent communication and interpersonal skills.
• Analytical mindset with experience using data to drive decisions.
• Demonstrated success improving customer satisfaction and retention.

Preferred Qualifications

• Experience with CRM tools such as HubSpot or similar systems.
• Experience building or refining customer success processes.
• Strong organizational and project management capabilities.
• Ability to thrive in a fast-paced, evolving environment.
• Strategic thinker with the ability to execute tactically.

Benefits

• Competitive compensation package.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and company holidays.
• Remote-first work environment.
• Mission-driven culture with a focus on impact, integrity, and compassion.

About Us

SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com.