NPHire: Founding Customer Success Manager (CSM)

About NPHire

NPHire is an NP-exclusive hiring platform built by NP experts, giving employers and staffing firms direct access to motivated, credentialed Nurse Practitioners from the nation’s largest NP clinical network. It’s a faster, more confident way to hire, without agency fees or uncertainty.

After launching in August 2024, NPHire has built strong early momentum across candidate growth and is now scaling its B2B revenue engine with a repeatable GTM sales motion. We’re hiring our first-ever Customer Success Manager to help us shape the foundation of Customer Success at NPHire. This is a true founding role, ideal for someone who loves working in a building environment, working cross-functionally, and owning the full post-sale customer lifecycle.

Why This Role Matters

Once a contract is closed, Customer Success becomes the heartbeat of the customer experience at NPHire. This role will serve as the primary point of contact for paying customers, ensuring strong onboarding, adoption, retention, expansion, and long-term value realization.

You’ll manage a portfolio of paying customers, run onboarding and ongoing success motions, surface Product feedback, and partner closely with Sales, Product, and Marketing to shape how Customer Success operates as we scale.

This role is inspired by high-touch, relationship-driven account management models used in early-stage GTM organizations – but tailored specifically to NPHire’s marketplace, plans, and healthcare hiring needs and workflows.

Core Responsibilities

• Customer Ownership & Relationship Management
• Manage a portfolio of paying customers, with communication cadence and service level aligned to the tier of plan purchased.
• Serve as the primary post-sale point of contact once a contract is closed.
• Build trusted relationships with healthcare recruiters, clinic owners, and hiring managers using NPHire.
• Conduct routine check-ins, structured “health” checks, and Quarterly Business Reviews (QBRs).

• Sales → CS Handoff & Onboarding
• Receive formal handoff from Account Executives after contracts are signed.
• Schedule, coordinate, and run onboarding kick-off calls for new paying customers.
• Guide customers through platform setup, job posting best practices, and early platform activation milestones to achieve customer satisfaction.
• Ensure the team AND customers clearly understand success metrics tied to their hiring goals.

• Adoption, Value, & Retention
• Monitor customer usage metrics (job posts, applications, profile views, candidate engagement, etc.).
• Proactively identify risk, expansion opportunities, and areas where customers may need guidance.
• Recommend product-based solutions and workflow optimizations tailored to each customer’s hiring challenges.
• Partner with Account Executives on end-of-year renewals and future upsells.

• Product Feedback & Cross-Functional Collaboration
• Gather, validate, and synthesize product feedback directly from paying customers.
• Coordinate closely with NPHire’s Product Team to ensure verified customer feedback is delivered clearly and consistently.
• Communicate new platform features, enhancements, and releases back to customers, tailored to their specific use cases.

• Customer Marketing & Advocacy
• Identify and coordinate case studies, testimonials, white papers, and success stories from satisfied customers.
• Partner with our B2B Marketing Director to support customer advocacy and retention-focused campaigns.
• Work with our B2B Marketing Director to design and refine automated email campaigns and lifecycle communications based on account tier and stage.

• Building the CS Function
• Work with VP of Operations/GM and VP of Sales to refine existing Customer Success workflows, playbooks, onboarding frameworks, and renewal processes.
• Provide ongoing feedback to NPHire leadership on what’s working, what’s breaking, and what needs to scale next.
• Act as the internal voice of the customer as NPHire evolves its GTM strategy.

What We’re Looking For

Must-Haves

• At least 2–5+ years of experience in Customer Success, Account Management, or post-sale GTM roles at a startup or high-growth company.
• Experience managing a portfolio of paying B2B customers with recurring revenue contracts.
• Strong customer-facing presence, defined as comfortable running onboarding calls, QBRs, and strategic conversations.
• Highly organized, detail-oriented, and proactive in managing multiple accounts simultaneously.
• Comfortable working cross-functionally with Sales, Product, and Marketing teams.

Nice-to-Haves

• Experience in marketplaces, SaaS platforms, or hiring/recruiting technology.
• Familiarity with healthcare, staffing, or clinician recruitment environments.
• Experience helping build or formalize a Customer Success function from the ground up.
• Experience using Salesforce CRM and Hubspot Marketing Hub preferred.

Traits That Will Make You Successful Here

• Builder mindset: you thrive in ambiguity and love creating structure where none exists yet.
• Customer-obsessed: you naturally think in terms of value, outcomes, and long-term relationships.
• Strong communicator: you’re clear, warm, and confident with both customers and internal teams.
• Data-informed: you’re comfortable using usage metrics and qualitative feedback to guide decisions.
• Flexible and adaptable: you’re open-minded, comfortable with change, and able to adjust priorities or approaches quickly as the business, product, and customer needs evolve.

Why Join NPHire?

• Be the founding Customer Success hire with real influence over how our NPHire CS motion is built and scaled.
• Work directly with senior leadership in a highly visible role.
• Help shape the experience of healthcare employers hiring Nurse Practitioners nationwide.
• Competitive compensation, growth runway, and the opportunity to build something meaningful from the ground up.