Client Success Manager

Sage is on a mission to improve care and quality of life for older adults, starting with those residing in senior living facilities. Falls are the leading cause of injury-related death among adults over 65. And yet, fall prevention and emergency response systems for older adults are archaic and ineffective. At Sage we've built a more modern way of understanding when older adults need help, including methods for residents to alert caregivers when in need of help, and corresponding software for caregivers to triage response. Our company mission is to create a product that our client counterparts love, and this role is a key part of that objective.

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs. We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission. At Sage, we work hard and fast but also know that to build a truly important company, we need to treat our work as a marathon, and not a sprint. The journey matters.

About This Role

Sage is hiring a Client Success Manager to own relationships with regional and community leaders across strategic operators. You will guide customers through the full post sales lifecycle, drive strong adoption of our nurse call, fall detection and analytics products, and lead pilots that demonstrate measurable impact that results in Net Operating Income (NOI). You will run QBRs in partnership with the Growth team for regional and C-suite stakeholders, present clear analytics on impact, and align on priorities for each quarter. This is a field forward role with regular on site time to understand how Sage is used in daily practice, strengthen staff engagement, and champion customer feedback internally.

Responsibilities

• Own strategic relationships with regional operators and community leadership teams, understand their operational goals, and ensure Sage is positioned as a trusted partner in improving resident safety, caregiver workflow, and NOI outcomes
• Define success plans for each community and client enterprise, set measurable quarterly targets, and guide partners toward goals related to adoption, response time improvement, clinical workflow efficiency, and expansion readiness
• Lead QBRs with regional and C-suite stakeholders that showcase the value of Sage
• Surface and qualify expansion opportunities (CSQLs) across communities, partner with the Growth team to shape clear “why expand” business cases
• Analyze resident care, clinical, and staffing data to identify trends and insights at both the community and portfolio levels, translating findings into clear value and actionable recommendations. 
• Observe and understand how users are using Sage, identify areas of improvement and communicate feedback to teams internally
• Serve as the voice of the customer by capturing on the ground insight and translating it into clear, actionable needs for Product, Engineering, and Support
• Travel expected 20%

Minimum Qualifications

• At least five (5) years of experience working in a client success or account management role at high growth saas companies
• Experience in managing enterprise level accounts with senior stakeholders
• Proven track record of driving high NRR and renewal rates
• Self-starter with desire to take ownership of key company initiatives and drive success; thriving in ambiguity and not scared of a challenge
• Passion for Sage's mission to improve care for older adults and their caregivers

Preferred Qualifications

• Demonstrated expertise in executive stakeholder management, data-driven decision making, building scalable processes, and driving measurable customer outcomes
• Strong communicator with the ability to influence cross-functional priorities and translate customer insights into product and business decisions
• Industry expertise in senior living or related sectors, with the ability to apply that knowledge to deliver customer value

Benefits and Pay

Our headquarters are located in New York City's Union Square. We believe in cross team collaboration. We think good ideas can come from anyone, and we've designed our processes to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We like to host offsites, outings, and team meals where we can connect as people, not just as colleagues. We offer office lunch and a fully stocked snack bar. While we are an in-office culture, we allow up to 2 remote days per week.

Our benefits package for employees includes competitive base compensation along with stock options. The expected annual salary range for this role is $120,000 to $140,000 USD, depending on your level of expertise, your experience, and your performance in the interview process. We also provide fully-paid health and dental insurance coverage for all of our employees, along with other health benefits including vision insurance, membership to premium primary and urgent care, and online medical health providers. We also have a take as you need time off policy, in addition to 7 paid holidays and a company wide winter break during the holidays.

EEO Statement

Sage is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Sage makes hiring decisions based solely on qualifications, merit, and business needs at the time.