Customer Success Manager

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

Requirements:

• 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