ABOUT PIVOT
Pivot Crisis Intervention, part of the Intelvio family, is a behavioral crisis intervention training and certification platform trusted by organizations across healthcare, education, public safety, and human services. We equip frontline teams with evidence-based techniques to prevent, de-escalate, and recover from behavioral crises — building cultures of safety and care.
POSITION SUMMARY
The Customer Success Manager (CSM) is a newly established, strategic role at the heart of the Pivot client experience. As the primary relationship owner for an assigned portfolio of customers, the CSM ensures every organization that chooses Pivot moves confidently from contract signing through certification adoption and long-term program success. This role sits at the intersection of relationship management, operational coordination, and mission-aligned partnership — translating Pivot's training expertise into measurable client outcomes.
CORE COMPETENCIES
Relationship Intelligence
Builds trust across stakeholder levels and sustains long-term partnerships
Organizational Fluency
Navigates complex org structures and aligns to client goals
Operational Excellence
Manages multiple accounts and schedules with precision and follow-through
Mission Alignment
Deeply understands and champions crisis intervention best practices
Data-Driven Mindset
Uses metrics and health scores to proactively identify risk and opportunity
Consultative Presence
Positions Pivot as a strategic partner, not just a vendor
KEY RESPONSIBILITIES
Customer Onboarding & Implementation
▪ Serve as the primary point of contact from contract execution through go-live, owning a structured onboarding plan for each new customer.
▪ Conduct kickoff meetings to align on goals, timelines, key stakeholders, and success criteria.
▪ Guide organizations through platform setup, administrator training, and certification pathway selection.
▪ Develop and deliver onboarding documentation and resource packages tailored to each organization's context and workforce.
▪ Identify early adoption barriers and proactively surface solutions in partnership with the training and product teams.
Ongoing Relationship Management
▪ Act as the single, trusted point of contact for assigned accounts — fielding inquiries, escalating issues, and ensuring continuity of service.
▪ Serve as a passionate advocate for the client's success internally, ensuring their voice shapes product and service decisions.
▪ Monitor account health scores and proactively intervene when engagement or utilization indicators signal risk.
Training Scheduling & Coordination
▪ Coordinate all training scheduling activities between client organizations and the Pivot training team, ensuring alignment on dates, formats (on-site vs. virtual), cohort sizes, and trainer assignments.
▪ Manage scheduling logistics for instructor certification trainings and recertification cycles.
▪ Track and communicate upcoming training deadlines and certification expirations to clients in advance.
▪ Serve as the operational liaison between clients and trainers, resolving scheduling conflicts and adapting to client workforce needs.
▪ Maintain accurate scheduling records in the CRM and training management systems.
Contract Renewals & Revenue Retention
▪ Own the renewal process for all assigned accounts, initiating conversations well in advance of contract end dates.
▪ Clearly articulate program ROI through usage data, certification rates, and client impact stories to support renewal conversations.
▪ Identify and qualify expansion opportunities, including additional sites, departments, or certification tiers, and collaborate with sales to close.
▪ Negotiate renewal terms in coordination with sales leadership, maintaining strong margin discipline while prioritizing long-term retention.
▪ Track renewal pipeline and forecast accuracy in the CRM.
Program Consulting & Strategic Advisory
▪ Advise clients on crisis intervention program design, including response models, staffing ratios, certification tiering, and recertification cadences aligned with Pivot best practices.
▪ Share benchmarking insights and sector-specific trends (healthcare, education, public safety) to help clients continuously improve their programs.
▪ Connect clients with relevant Pivot resources — including best practices guides, data dashboards, and peer case studies to accelerate their program maturity.
Cross-Functional Collaboration
▪ Partner with the training team on scheduling, content feedback, and trainer deployment decisions that affect customer experience.
▪ Collaborate with the product on feature requests and usability feedback gathered from the customer portfolio.
▪ Provide marketing and sales teams with client success stories, testimonials, and case study candidates.
▪ Contribute to the development of CS processes, playbooks, and tools as the function is built from the ground up.
QUALIFICATIONS
Required
▪ 3–5 years of experience in customer success, account management, or client services; experience in SaaS, training/certification, or healthcare/human services sectors strongly preferred.
▪ Demonstrated ability to manage a book of business spanning multiple accounts with varying complexity and size.
▪ Strong project management and organizational skills; able to juggle competing deadlines without dropping the ball.
▪ Exceptional interpersonal and communication skills — written, verbal, and in virtual/in-person presentations.
▪ Comfort with CRM platforms (Salesforce, HubSpot, or equivalent) and customer health monitoring tools.
▪ Comfort with LMS platforms (Canvas) or other online learning platforms.
▪ Self-starter mentality with the ability to operate in an ambiguous, fast-growing environment and help build a new function.
Preferred
▪ Experience in crisis intervention, behavioral health, workforce training, or workforce safety sectors.
▪ Familiarity with certification management platforms.
▪ Prior experience in a startup or growth-stage company where functions are still being defined.
▪ PCM certification or willingness to become certified within the first 90[1] days.
WHY JOIN PIVOT
This is a rare opportunity to be the first person in a role that will shape how Pivot delivers value to customers for years to come. You'll have the autonomy to build the Customer Success function, develop playbooks and processes from scratch, and work alongside a mission-driven team that genuinely believes in the impact of crisis intervention training on communities and care teams.
▪ Ground-floor opportunity to build a CS function and grow with it.
▪ Mission-driven work with real-world impact on safety and behavioral health outcomes.
▪ Collaborative, cross-functional team culture within the Intelvio family.
▪ Competitive compensation, benefits, and professional development support.
▪ Path to senior CSM or CS leadership as the team scales.
[1]Up for discussion
Pay: $100,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: Remote
