Tech Touch Customer Success Manager

The Tech Touch Customer Success Manager (CSM) will lead the design, launch, and execution of a net-new, reactive-only support and monitoring initiative. This role combines scaled customer engagement with strategic account oversight and is ideal for someone who thrives at the intersection of technology, customer experience, and operational excellence. This role will manage a select portfolio of strategic high-touch accounts, offering personalized support to maximize impact where it matters most. Program Ownership & Innovation involves design and launch the reactive-only support and monitoring program, building from the ground up to scale support across mid-to-low-touch customer segments. They will serve as the primary contact for a set of strategic high-touch accounts, understanding their goals, driving adoption, and aligning DrFirst solutions to their outcomes.