About Tenovi

Tenovi is reimagining remote patient monitoring (RPM) through cellular-connected medical devices and the data and software that make them genuinely useful to clinicians, care teams, and the patients they serve. Our work sits at the intersection of healthcare and technology, and our Customer Success organization is the bridge between our products and the healthcare organizations that rely on them every day.

The Role

We are looking for a Customer Success Manager to own a portfolio of accounts in our Growth segment: small and mid-market healthcare organizations, many of them care management companies, with real potential to scale. You will own the commercial relationship across the full post-sale lifecycle, from onboarding through adoption, retention, and expansion. You will work directly with founders, business owners, and operational leaders at the organizations we serve, helping each one build a remote monitoring program that grows because it works.

This role sits at the heart of an exciting evolution for our team. We are organizing customer success around segments, building tech-touch automation that keeps steady accounts healthy on their own, and concentrating our most commercially capable people on the accounts where growth is genuinely possible. That is your book. Over the next year you will help define what a sophisticated growth motion looks like at Tenovi, from program maturity scoring through expansion and commercial structuring, while we thoughtfully integrate AI into how the whole team works.

What You Will Do

Own your Growth portfolio commercially, end to end

• Manage the full post-sale lifecycle for a portfolio of SMB and mid-market accounts with high growth potential, owning adoption, retention, expansion, and renewal.
• Carry clear commercial goals for your book, with net revenue retention as your north star, and forecast your accounts' growth with the discipline of a seller managing a pipeline.
• Direct your time deliberately so that the accounts with the most growth potential receive your deepest investment, while tech-touch tooling keeps the rest of your book covered.

Be the operations expert behind every device program

• Serve as your clients' device program operations expert, guiding each program through Tenovi's launch readiness gate and the four competencies that determine program excellence: patient enrollment, device operations, staff training and operating model, and program financing.
• Score program maturity with your clients on a regular cadence, use those scores to decide where and when to intervene, and run the play each situation calls for.
• Bring best practices in remote patient monitoring to organizations that are often building these operations for the first time, helping them grow from a promising start into a finely tuned program.

Drive growth through strategic conversations

• Hold consultative business conversations with owners and executives, engaging credibly on operational efficiency, staffing models, program economics, and organizational growth.
• Identify expansion opportunities across new devices, new use cases, and growing patient populations, pitch them during business reviews, and implement them in partnership with your clients.
• Recognize the moments when a client is ready to grow and act on them, bringing the commercial instinct to negotiate and capture opportunities when they appear.
• Pass expansion opportunities with channel or business development implications to Sales as qualified opportunities, keeping each handoff clean and well-documented.

Manage commercial structure and collaborate across Tenovi

• Manage straightforward pricing changes, payment term adjustments, and contract amendments directly, partnering with our deal desk on more complex cases.
• Partner closely with Sales, Support, Integration Engineering, Product, and Supply Chain so your clients experience Tenovi as one coordinated team.
• Bring what you learn from your accounts back into our product roadmap, our playbooks, and the way we serve the whole segment.

Who You Are

We are hiring first for commercial drive, business judgment, and communication. Tenovi's devices, platform, and the rhythms of remote patient monitoring can all be learned, and we are committed to helping you learn them. What cannot be trained is a genuine desire to grow a book of business and the presence to hold a strategic conversation with a business owner. Those qualities are what make someone successful in this role from the very first week.

Commercially driven

• You have a strong desire to drive your accounts commercially, and you see expansion conversations as some of the most valuable customer success work there is.
• You are energized by goals, by negotiation, and by the moment a client decides to grow with you.
• You notice opportunity in the details, whether it is a client mentioning a new contract, a referral channel coming online, or a workflow that could support far more volume, and you follow up on it.

A strategic business thinker

• You can navigate a strategic conversation with a business owner with credibility because you understand how businesses actually run: operations, organizational structure, profit, and the efficiency trade-offs leaders weigh every day.
• You think in terms of your clients' economics and help them see how a stronger monitoring program serves the growth of their whole organization.
• You are comfortable proposing a new working model to a client rather than simply documenting the current one, and you bring a point of view to every business review.

A thoughtful communicator

• You bring a calm, warm, and professional presence to every conversation, whether you are meeting a practice owner, a clinical director, or a care management executive.
• You are an attentive listener who asks careful questions and notices what is not being said.
• You can translate program data, device operations, and economics into clear, useful insight for busy decision-makers without losing the substance.

Curious and open to AI

• You are excited about how AI can help customer success teams work faster, more accurately, and more strategically, and you are eager to help shape how Tenovi uses these tools.
• You are a self-directed learner who reads, experiments, and arrives at problems with a hypothesis to test.
• You are comfortable in a growing company where the playbook is still being written alongside the work.

Education and experience

• Bachelor's degree in Business, Healthcare Administration, or a related field.
• Typically two to five years of experience in customer success, account management, or sales, ideally within healthcare technology, medtech, or SaaS, with a track record of driving retention and expansion revenue.
• Earlier-career candidates are warmly welcomed if they bring the commercial instinct and executive presence the role calls for, and we will invest in their growth alongside their work.

Nice to Have

• Experience in RPM or digital health, or with a software product that is primarily API-based.
• Experience with combined hardware and software products, including helping customers optimize logistics and operations.
• An understanding of healthcare IT, including EHR/EMR integration and clinical workflows.
• Proficiency in CRM tools like HubSpot and comfort working with analytics tools like Power BI.
• Bilingual capability in English and Spanish.

What We Offer

You will be joining a Customer Success organization that treats commercial ownership as real customer success work and believes the people who do it deserve real investment. Our leadership style is grounded in service: we see our job as making yours more successful, more sustainable, and more rewarding. You will have a clear development path, access to senior mentorship, and a seat in the strategic conversations shaping how Tenovi grows with its customers.

You will also have the opportunity to do work that meaningfully improves how technology and healthcare come together, for hundreds of thousands of patients and the organizations that care for them. Few customer success roles offer this combination of commercial ownership, mission, and room to grow, and we take seriously our responsibility to make this a place where excellent people can build the career they want.

Location

This is a remote, US-based position. We welcome applicants from across US time zones and prioritize finding the right person over a specific location.