Note: The job is a remote job and is open to candidates in USA. Cosán Group is a healthcare services organization focused on preventive care for at-risk older adults. The Customer Success Manager owns post-sale relationships for an assigned portfolio, leading onboarding, adoption, retention, renewals, and account growth while coordinating with clinical, operational, sales, and leadership stakeholders.
Responsibilities
- Execute the customer success strategy by applying the operating model and engagement cadence to an assigned book of business
- Build and maintain account-level success plans with defined outcomes, milestones, and mutual accountability
- Track progress against account health, onboarding milestones, customer engagement cadence, CRM accuracy, issue resolution, and retention support
- Coordinate the practice onboarding experience for assigned customers
- Partner with clinical, implementation, and operations teams to execute standardized processes and support onboarding success, time-to-value, and adoption milestones
- Monitor adoption, utilization, and health indicators across assigned accounts
- Manage assigned accounts to support retention and identify opportunities to grow existing revenue
- Partner with the VP of Customer Success and/or Sales on account strategy, action plans, renewals, and upsell/cross-sell opportunities
- Maintain accurate account updates and forecast inputs in CRM
- Run monthly client calls, Quarterly Business Reviews, and success planning discussions
- Build relationships across clinical, operational, decision-maker, and practice leadership stakeholders
- Support presentations and demos as needed
- Identify account risks or service concerns early
- Take ownership of account problems by documenting root issues, creating action plans, and driving timely solutions
- Communicate customer needs, risks, trends, and opportunities to leadership and cross-functional partners
- Provide field feedback that improves playbooks, processes, and enablement materials
- Share best practices across the team
- Support onboarding of new customer success team members
Skills
- **Candidates must be legally authorized to work in the United States and reside in one of the following states: Florida, Texas, Arizona, Tennessee, North Carolina, or Georgia.**
- * 3+ years of customer success, account management, client services, or related experience, preferably with ownership of an assigned book of business
- * Bachelor's degree or equivalent work experience
- * Experience supporting retention, renewals, customer growth, account problem-solving, or action planning activities
- * Experience in healthcare services, health tech, or SaaS serving provider organizations
- * General knowledge of medical practice structure and operations
- * Proven success managing customer relationships across clinical, operational, and leadership stakeholders
- * Experience executing structured onboarding or implementation programs with defined milestones
- * Strong operational mindset with ability to follow established playbooks and identify improvement opportunities
- * Highly collaborative and comfortable working cross-functionally across sales, clinical, operations, product, and finance
- * Strong proficiency with CRM systems, Microsoft Office, and customer reporting tools
- * Excellent communication, presentation, and relationship management skills
- * Strong organizational skills with consistent follow-up and follow-through
- * Must reside in Florida, Texas, Arizona, Tennessee, North Carolina, or Georgia
- * Work Arrangement: Hybrid (Tampa, FL) or Remote (Texas, Arizona, Tennessee, North Carolina, Georgia)
- * Travel: Approximately 25–40% for customer site visits, onboarding support, Quarterly Business Reviews, and team engagement
- * Ability to sit for extended periods while managing customer interactions and analytics
- * Ability to communicate clearly with customer stakeholders at all levels
- * Ability to work in a fast-paced, growth-focused environment while managing multiple accounts and competing priorities
- * Knowledge of healthcare professional services reimbursement models, including CMS value-based care programs
- * Experience in value-based care, chronic care management, or care coordination services
- * Background working with healthcare provider or payer organizations
- * Familiarity with healthcare and customer success metrics (Net Revenue Retention, gross retention, churn, expansion metrics)
- * Experience working within customer success platforms or tools
- * Experience supporting practice-level clinical or operational workflows
Benefits
- Incentive Bonus commensurate with experience.
- Paid Time Off + Company Holidays.
- Medical, Dental, Vision Insurance.
- Complimentary Life Insurance.
- 401(k) Plan.
- Optional Short-Term, Long-Term Disability, Critical Illness & Accident coverage.
- Employee Assistance Program including mental health resources.
- Company-provided equipment (laptop, monitor, headset, etc.).
- Hybrid (Tampa, FL) or Remote (Texas, Arizona, Tennessee, North Carolina, Georgia).
Company Overview