Customer Success Manager

Customer Success Manager (CSM)

Location: Remote Northeast, US (with travel to customer locations up to 50%)

About Canopy

Canopy is the Connected Safety Platform dedicated to keeping medical personnel safe while at work—powered by an infrastructure designed to perform in complex, high-stakes healthcare environments. We deliver innovative technology that supports safety operations, strengthens response confidence, and scales across facilities and teams. As we continue to grow, we’re looking for a Customer Success Manager (CSM) who is customer-centric, highly organized, and excited to build strong customer relationships that drive adoption, retention, and expansion. 

This role is part of Canopy’s growing Customer Experience team. Our CSMs work in close partnership with members of the Deployment team, Account Executives, Technical Account Services (monitoring and Support), Product Operations, and Leadership to ensure a world-class customer journey. 

Role Overview

Customer Success Managers (CSM) at Canopy are responsible for managing a portfolio of healthcare customers and ensuring they achieve meaningful outcomes throughout the customer lifecycle—from onboarding and deployment through go-live, adoption, renewal readiness, and expansion identification. 

You will serve as a trusted partner to customer stakeholders while working closely with internal teams to reduce risk, strengthen adoption, and surface opportunities to grow value across additional facilities, departments, and products.

What You’ll Do

• Own a portfolio of healthcare customers with lower-to-moderate program complexity, ensuring success through creation of value across onboarding, adoption, and renewal readiness.
• Build and maintain success plans, engagement cadences, and stakeholder alignment to support strong outcomes and long-term retention.
• Partner closely with Professional Services during deployment phases and key milestones to ensure high engagement, smooth execution, and operational readiness.
• Drive adoption by helping customers align training, workflows, and internal processes to maximize platform usage and impact.
• Proactively identify customer risks, coordinate cross-functional resolution plans, and ensure timely follow-through to maintain customer confidence.
• Create and cultivate customer champions—turning satisfied customers into strong advocates who see Canopy as a trusted, strategic partner.
• Identify growth opportunities within your customer base, including expansion to additional facilities, sites, departments, or product capabilities, and partner with Sales to qualify and advance those opportunities.
• Serve as the voice of the customer internally by sharing feedback, recurring themes, and opportunities to improve the product and customer experience as Canopy scales.

Requirements

• 4–6+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience managing multiple stakeholders and driving customer outcomes
• Strong communication, organization, and proactive problem-solving skills
• Comfortable working cross-functionally in a fast-moving growth startup environment
• Experience using CRM tools (Salesforce, HubSpot, or similar) 

Preferred Qualifications

• Experience supporting healthcare technology, safety/security, or RTLS
• Familiarity with adoption/change management best practices
• Experience supporting expansion identification and customer growth partnerships with Sales

Why Canopy

At Canopy, we’re committed to delivering exceptional customer outcomes while building a scalable and impactful Customer Success function. We offer a collaborative, mission-driven environment where ownership, growth, and purpose are valued.