PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment. Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.
PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.
About the Job Opportunity
The Customer Success Manager (CSM) manages a portfolio of customers to ensure they achieve measurable value from PartsSource solutions. You will drive retention, adoption, and growth through proactive engagement, customer health management, and strategic partnership.
This role sits at the center of the customer experience—partnering with Sales, Operations, and Product to ensure seamless delivery, strong relationships, and long-term customer success outcomes.
What You’ll Do
Customer Success Management & Value Realization
(Customer Experience – Customer Success: Adoption & Value Realization, Success Planning)
- Own a portfolio of customer relationships, driving retention, satisfaction, and measurable outcomes
- Lead onboarding and adoption efforts to ensure customers fully utilize PartsSource solutions
- Develop and execute customer success plans aligned to customer goals and business outcomes
- Monitor customer health and proactively drive value realization across accounts
Account Management, Retention & Growth
(Customer Experience – Customer Success; Sales – Account Management: Customer Retention)
- Identify and mitigate churn risks through proactive engagement and issue resolution
- Drive account expansion opportunities in partnership with Sales teams
- Maintain strong executive and stakeholder relationships across customer organizations
- Ensure consistent engagement to support long-term retention and growth
Customer Health, Insights & Forecasting
(Customer Experience – Customer Success; Sales Revenue Operations: Performance Metrics & Reporting)
- Track and manage customer health metrics, adoption trends, and engagement signals
- Maintain accurate account forecasting and pipeline visibility for renewals and expansion
- Use data and insights to identify risks, opportunities, and areas for improvement
- Provide regular reporting and updates to internal stakeholders
Cross-Functional Collaboration & Customer Experience
(Customer Operations – Service Delivery; Business & Process Excellence – Stakeholder Management)
- Partner with Product, Operations, Sales, and Support teams to deliver seamless customer experiences
- Advocate for customer needs and provide feedback to improve products and services
- Coordinate internal resources to resolve issues and deliver on customer commitments
- Ensure alignment across teams to support customer success outcomes
What You’ll Bring
Your Background
- Bachelor’s degree or equivalent experience
- 3–8+ years in Customer Success, Account Management, or similar role
- Experience managing customer portfolios and driving retention outcomes
- Strong communication and relationship management skills
- Ability to manage multiple accounts and priorities simultaneously
Preferred
- Experience in healthcare, SaaS, or technology-enabled services
- Familiarity with CRM and customer success platforms (Salesforce, Gainsight, etc.)
- Experience with data-driven customer insights and performance metrics
- Experience supporting expansion or revenue growth within accounts
Who We Want to Meet
- Act Like an Owner – Accountability & Execution: You take full ownership of customer outcomes and follow through on commitments.
- Serve with Purpose – Customer Centric: You deeply understand customer needs and proactively deliver value.
- Adapt to Thrive – Managing Ambiguity: You stay effective while balancing competing priorities and evolving customer needs.
- Collaborate to Win – Influence & Communication: You build trust and align cross-functional teams to support customer success.
- Challenge the Status Quo – Data-Informed Decision Making: You use insights and data to improve customer health and outcomes.
Benefits & Perks
- Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
- Career and professional development through training, coaching and new experiences.
- Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
- Inclusive and diverse community of passionate professionals learning and growing together.
Interested?
We’d love to hear from you! Submit your resume and an optional cover letter explaining why you’d be a great fit.
About PartsSource
Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment. PartsSource employs over 700 employees nationwide that committed to supporting healthcare providers and ensuring healthcare always on.
In 2021, Bain Capital invested in the business, further accelerating our growth and positive impact within the healthcare industry.
Read more about us here:
· PartsSource Named to Newsweek’s List of the Top 200 America’s Most Loved Workplaces for 2024
· PartsSource® Named Among the Top 50 Healthcare Technology Companies of 2025
· PartsSource® Named Among the Top 25 Healthcare Software Companies of 2025
· PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List 2025
· WSJ: Bain Capital Private Equity Scoops Up PartsSource
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