Customer Success Specialist
Sales & Business Development, Customer Service · Full-time
United States
USD 65k-70k / year
HR HEALTHY ROSTER
Customer Success Specialist
Join a mission-driven sports medicine technology company
Full-Time · 5+ Years Experience · Customer Success · Sports Medicine Tech · Full Remote · US
ABOUT HEALTHY ROSTER
Healthy Roster is a leading sports medicine and athletic training platform trusted by athletic trainers and sports medicine professionals across high schools, universities, and professional organizations. Our EMR simplifies injury documentation, athlete health records, and compliance reporting, while our Sway product delivers FDA-cleared mobile concussion testing right on the sideline. We are passionate about helping athletic healthcare professionals spend less time on paperwork and more time caring for athletes.
THE OPPORTUNITY
We are looking for a Customer Success Specialist who is passionate about driving meaningful outcomes for our customers. This role is focused on building long-term partnerships through structured implementation, proactive account management, and revenue growth — ensuring our customers get maximum value from our platform and remain enthusiastic advocates for Healthy Roster.
WHAT YOU'LL DO
Implamentation & onboarding
• Lead structured onboarding for new customers (sales handoff)
• Drive product adoption and accelerate time-to-value
• Educate customers on workflows and best practices
• Measure and track customer outcomes through implementation
Account Management
• Ongoing relationship management and account health monitoring
• Semi-annual outreach to all accounts
• Serve as a trusted advisor and strategic partner
• Manage customer success email communications
Revenue Growth
• Identify and close upsell and cross-sell opportunities
• Manage contract adjustments via PandaDoc (upgrades, right-sizing)
• Execute price increases strategically
• Drive expansion revenue across the account portfolio
Retention & Renewals
• Proactive churn prevention and early intervention
• Execute strategic down-sells when appropriate
• Manage renewals as they arise
• Identify at-risk accounts and lead recovery efforts
KEY METRICS
• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Expansion Revenue
• Churn Rate
• Renewal Rate
• Adoption & Outcome Metrics
WHY JOIN US
1. Mission-driven company improving athlete healthcare
2. Fast-scaling sports tech platform with real impact
3. Supportive, collaborative team environment
4. Direct exposure to customer success, product & growth strategy
5. Exceptional benefits rarely offered at this level
WHAT WE'RE LOOKING FOR
✓ Bachelor's Degree
✓ 5+ years in customer success or athletic training
✓ Strong relationship-building & communication skills
✓ CRM experience (Salesforce preferred)
✓ Ability to manage multiple accounts remotely
✓ Contract management tools (PandaDoc or similar)
✓ Experience with Healthy Roster EMR (preferred)
✓ Familiarity with Sway concussion testing platform (preferred)
✓ Passion for healthcare, sports medicine, or technology
✓ Proactive, outcomes-oriented mindset
COMPENSATION
$65K – $70K Base salary per year
• Performance commissions (~$5K/yr)
• Year-end bonus opportunities
How to Apply: Apply through LinkedIn and answer the screening questions.
Healthy Roster is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
