Customer Success Manager

Addison, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Position Overview
Curantis Solutions is a healthcare SaaS platform purpose-built for hospice and palliative care organizations. We help providers deliver compliant compassionate care while simplifying clinical operational and financial workflows. As Curantis continues to grow Customer Success plays a critical role in ensuring customers achieve measurable value confidence and long-term partnership with our platform.

The Customer Success Manager (CSM) will be Curantis first dedicated Customer Success hire and will play a foundational role in establishing how Curantis partners with customers post-implementation. This role is both strategic and hands-on responsible not only for managing customer relationships but also for helping define the Customer Success function processes and operating model as the company scales.

The CSM owns the post-go-live customer relationship and ensures customers successfully adopt operate and realize value from Curantis. This role serves as a trusted advisor to hospice and palliative care leaders while working cross-functionally with Support Implementation Product and Engineering.

Essential Functions
Customer Relationship & Value Ownership

Own the ongoing relationship for a portfolio of hospice and palliative care customers post-go-live
Build trusted relationships with executive clinical operational and billing leaders
Understand customer goals regulatory environment and success criteria
Develop and maintain customer success plans aligned to measurable outcomes

Adoption Enablement & Retention

Drive adoption of Curantis clinical operational and billing workflows
Monitor usage engagement and performance indicators to identify risks and opportunities
Lead regular check-ins health reviews and QBRs focused on value realization
Coordinate training refreshers and best-practice guidance in partnership with training and support teams

Issue & Escalation Management

Act as the primary owner of customer escalations and complex issues
Coordinate internally with Support Product Engineering and Operations to ensure timely resolution
Communicate clearly with customers regarding status expectations and outcomes

Customer Advocacy & Feedback

Gather structured customer feedback and identify recurring themes and pain points
Partner with internal teams to ensure customer insights inform priorities and improvements
Help customers understand product updates releases and workflow changes
Ensure customers are prepared for regulatory changes and product enhancements

Renewal & Growth Support

Support customer retention through demonstrated value and strong relationships
Partner with Sales on renewals and expansion opportunities when appropriate
Identify opportunities for customers to expand use of Curantis capabilities

Continuous Improvement

Contribute to Customer Success playbooks processes and engagement models
Use data and feedback to improve the customer experience and internal workflows
Track and present customer health adoption and satisfaction metrics

Building the Customer Success Function

Help define and establish Curantis Customer Success operating model as the companys first CSM
Develop core Customer Success processes playbooks and engagement cadences (onboarding transition check-ins QBRs renewals)
Partner with leadership to define customer health indicators success metrics and retention strategies
Identify gaps across implementation support product and training handoffs and help design scalable solutions
Contribute to the long-term Customer Success strategy as Curantis grows

Work Experience

3 years of experience in Customer Success Account Management or Client Services within a B2B SaaS environment
Experience supporting healthcare technology customers strongly preferred
Familiarity with hospice and palliative care workflows billing or compliance is a strong plus
Experience working cross-functionally with product engineering and support teams

Education

Bachelors degree required
Healthcare business or technology-related field preferred

Skills
The ideal candidate will demonstrate strong abilities in:

Building and maintaining trusted customer relationships
Executive-level communication and presentation
Managing complex issues and escalations
Organization and prioritization across multiple customers
Influencing without authority in cross-functional environments
Using data and metrics to assess customer health and outcomes
Thinking and acting both strategically and tactically
Maintaining a strong customer-centric mindset

Required Experience:

Manager

Position OverviewCurantis Solutions is a healthcare SaaS platform purpose-built for hospice and palliative care organizations. We help providers deliver compliant compassionate care while simplifying clinical operational and financial workflows. As Curantis continues to grow Customer Success plays a...