Customer Success Manager

Customer Success Manager

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.

Job Title: Customer Success Manager

Compensation: Competitive Salary + Incentive Bonus

Location: Hybrid: (Tampa, FL) | WFH: (TX, AZ, TN, NC, GA)

Work Environment: Hybrid based out of Tampa, FL office OR WFH for candidates in Texas, Arizona, Tennessee, North Carolina, or Georgia; 25–40% travel for customer site visits, QBRs, and team engagement

Why Choose Us? Cosán Group is a leading healthcare services organization committed to delivering exceptional preventive care for at-risk older adults. As a Customer Success Manager, you'll own the post-sale relationship for an assigned portfolio of customers, driving onboarding excellence, adoption, retention, and revenue growth. Join a mission-driven team where your work directly impacts customer outcomes and helps shape how we deliver value to healthcare partners.

What We're Looking For

We're looking for a customer-focused professional to manage an assigned book of business and execute our customer success operating model. The ideal candidate has experience in healthcare services or health tech, with a proven track record of supporting retention, renewals, and account growth. You excel at building relationships across clinical, operational, and leadership stakeholders, and you bring strong problem-solving skills to identify risks early and drive solutions. You're highly organized, collaborative, and comfortable working cross-functionally in a fast-paced environment.

What You'll Do

Customer Success Execution

• 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.

Onboarding & Adoption

• 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.

Retention & Account Growth

• 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.

Customer Relationship Management

• 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.

Problem-Solving & Escalation

• 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.

Continuous Improvement

• Provide field feedback that improves playbooks, processes, and enablement materials.
• Share best practices across the team.
• Support onboarding of new customer success team members.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Compensation & Benefits

• Competitive salary + 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.).

Work Environment & Requirements

• 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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you're a customer success professional ready to drive retention and growth in healthcare, we want to hear from you. Apply today and help us deliver exceptional customer experiences! Cosán Group is an Equal Opportunity Employer and values diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law.