Customer Success Manager (PA)

Company Overview

Sylvan Health is a venture-backed healthcare innovator, transforming care delivery by seamlessly integrating nutrition and lifestyle interventions into primary and specialty care practices. Our unique care model combines clinical expertise with cutting-edge technology, empowering providers to deliver impactful, evidence-based nutrition and lifestyle services that drive better patient outcomes and enhance practice profitability. As we rapidly scale, we're looking for a dynamic, results-oriented Customer Success Manager (CSM) to support our customers at Sylvan Health. 

Position Overview

The CSM will own the relationships with Sylvan Health’s provider partners, serving as the primary point of contact to ensure long-term partnership success and satisfaction. This role is responsible for building trusted relationships with providers and administrative staff, supporting day-to-day needs, and driving engagement through proactive communication, education, and on-site presence. The CSM will play a critical role in helping providers successfully participate in Sylvan Health’s services while acting as a trusted advisor and advocate for partner needs internally. This is a field-forward role requiring regional traveling 80% a week to conduct onsite meetings, increase provider and patient adoption, and represent Sylvan directly. This role requires travel driving between clinic sites within the assigned market region (Pennsylvania and Maryland).

Key Responsibilities

·       Serve as the primary relationship owner for assigned provider partners, acting as the main point of contact for all account-related needs

·       Establish and maintain strong relationships with providers and their office staff through consistent communication and in-person engagement

·       Own provider communications, ensuring timely responses, clear follow-up, and proactive outreach

·       Deliver provider and staff education, including training sessions and ongoing support to drive engagement and adoption

·       Identify provider needs, challenges, and opportunities, collaborating with internal teams to develop solutions that support partner success

·       Monitor account health and engagement, escalating risks and contributing to action plans to improve outcomes

·       Maintain accurate documentation of provider interactions, feedback, and activities

·       Act as a trusted advisor and advocate for providers, ensuring their feedback informs internal priorities and improvements

·       Collaborate with internal clinical and product/ops teams, sharing feedback on a regular basis, both clinically, operationally, and economically

·       Problem Solving workflow challenges to help facilitate incremental referrals into the program

·       Implement new services and products for existing partners

·       5+ years of experience in customer success, account management, project management, customer service, or a related role in a pharmacy or clinical-facing environment

·       Bachelor’s degree required

·       Background in healthcare, business, communications or related field 

·       Ability to work independently from a home-based location within a commutable distance of assigned clinic sites

·       Travel regularly for work by car

·       Proficiency with Microsoft Suite with strong analytical skills and a data driven approach

·       AI Tool fluency (Claude, Gemini, Copilot)

·       Legally authorized to work in the U.S

·       Competitive salary + variable incentive bonus compensation and equity

·       Remote

·       Comprehensive Health Coverage

·       PTO