Customer Success Manager at Fitt

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies. We’re filling this role for a client advancing the future of personalized health through clinical-grade microbiome testing—helping individuals and practitioners uncover root causes and take a more proactive, data-driven approach to gut and vaginal health. ABOUT THE COMPANY We’re a fast-growing precision health company transforming how people understand and improve their health through advanced microbiome science. Founded by scientists and physicians, the platform uses clinical-grade testing and genomic technology to deliver personalized, actionable insights for both consumers and practitioners—making preventive, data-driven care more accessible. THE OPPORTUNITY We’re looking for a highly organized, relationship-driven, and proactive Customer Success Manager to own and grow B2B partnership accounts. This role will serve as the primary point of contact for partners post-sale—leading onboarding, driving adoption, and ensuring long-term retention and expansion. You’ll work cross-functionally with Product, Operations, Marketing, and Clinical teams while building scalable systems and playbooks to support a high-quality partner experience. WHAT YOU’LL DO CUSTOMER LIFECYCLE MANAGEMENT - Own the full partner lifecycle: onboarding, adoption, engagement, renewal, and expansion - Serve as the primary point of contact and trusted advisor for B2B partners - Lead regular check-ins and quarterly business reviews (QBRs) to align on goals, KPIs, and value delivered ACCOUNT HEALTH & RETENTION - Develop and monitor customer health metrics; proactively identify and mitigate risk - Drive retention and expansion through strong relationship management and performance insights - Track account performance and communicate key trends and opportunities to leadership OPERATIONAL EXECUTION & PROCESS BUILDING - Manage and provide oversight to an offshore resource supporting partner operations and customer support - Maintain clean account documentation, success plans, and internal trackers - Build scalable playbooks, templates, and processes to improve efficiency and consistency CROSS-FUNCTIONAL COLLABORATION - Partner with Product, Operations, Marketing, and Clinical teams to resolve issues and improve the customer experience - Share customer feedback internally and advocate for improvements that drive retention and growth - Support development of partner-facing enablement and marketing resources (e.g., onboarding materials, training decks, case studies) WHAT SUCCESS LOOKS LIKE - Strong partner retention and growth across accounts - High partner satisfaction and engagement - Reduced churn and faster resolution of issues and escalations - Scalable systems and processes that improve the overall partner experience PREFERRED QUALIFICATIONS - 3–5+ years in Customer Success, Account Management, or a related role - Experience managing B2B accounts with structured QBRs and executive stakeholders - Strong analytical skills with experience using CRMs and reporting tools (e.g., HubSpot, Salesforce, Looker, Zoho) - Excellent communication and stakeholder management skills - Highly organized with strong attention to detail and ability to manage multiple priorities - Comfortable operating in a fast-paced, ambiguous startup environment KEY COMPETENCIES - High EQ relationship builder with strong communication skills - Strategic thinker and problem solver - Strong cross-functional collaborator and influencer - Process-oriented with a systems mindset - Proactive, detail-oriented, and resourceful NICE TO HAVE - Experience in healthtech, diagnostics, biotech, or wellness - Experience building customer health scoring models or dashboards - Familiarity with content creation tools (e.g., Canva, Google Slides) for partner-facing materials - Startup experience or comfort wearing multiple hats