Customer Success Manager

Job Summary:
Criterions provides cloud-based Electronic Health Record (EHR) and Practice Management software to independent medical practices, clinics, and billing services across the country. For over 30 years, we've partnered with clients to simplify the business and clinical sides of running a practice - from e-prescribing and scheduling to patient engagement and reimbursement. Criterions is part of Volaris Group, a global operator of market-leading software businesses.

We believe that listening to our clients is the key to great software - and great software only creates value when clients know how to use it. That's where our Customer Success team comes in.The Customer Success Manager is the primary relationship-builder for a portfolio of Criterions clients, responsible for driving satisfaction, retention, and growth. This person will proactively engage practices to ensure they're getting full value from the Criterions suite (EHR, Practice Management, e-Prescribing, Patient Portal, Scheduler, and related modules), identify underused features that could solve a client's pain points, and surface expansion opportunities for the Sales team. This is an entry-level, high-visibility role well suited to someone early in their career who is curious, organized, and energized by helping people succeed.

Job Description:

Customer Satisfaction & Retention

• Own day-to-day relationships, serving as the trusted point of contact within Criterions.

• Conduct regular check-ins and health assessments (e.g., quarterly business reviews) to gauge satisfaction and address concerns before they escalate.

• Track customer health signals (usage trends, support ticket volume, renewal timing) and flag at-risk accounts to leadership.

• Partner with Support and Product teams to resolve client issues quickly and follow up to confirm resolution and satisfaction.

• Gather and relay client feedback to Product and Training teams to help shape the product roadmap and educational content.

• Work within CRM to update client information including contacts and roles, document calls and all client interactions, conduct online meetings.

• Have a working knowledge of the Criterions software

• Coordinate with Implementation and client support to resolve current and outstanding issues

• Maintain an active client reference list.

Feature Adoption & Proactive Engagement

• Analyze individual client usage of the Criterions suite to identify features or modules that are available but underutilized (e.g., Patient Portal, Appointment Reminders, e-Prescribing tools, reporting).

• Proactively reach out with tailored recommendations, best practices, and short trainings that connect unused features to the client's specific workflow or pain points.

• Deliver or coordinate onboarding refreshers, webinars, and how-to content that raises overall product literacy across the client base.

• Maintain a working knowledge of new releases and features so adoption campaigns stay current.

Growth & Sales Collaboration

• Recognize when a client's needs point to an upsell, cross-sell, or upgrade opportunity (e.g., adding a module, increasing licenses, upgrading service tier).

• Document and hand off qualified opportunities to the Sales team with clear context, and support the sales conversation as the client's trusted advisor.

• Track adoption and expansion activity in the CRM, keeping account records accurate and current.

• Contribute to renewal conversations by demonstrating the value the client has realized from the platform.

What You'll Need to Succeed

• 0-2 years of experience in customer success, account management, customer support, sales, or a related client-facing role (internships count).

• Excellent verbal and written communication skills - comfortable explaining software concepts to non-technical users.

• Strong organizational skills and attention to detail; able to manage a portfolio of accounts and multiple priorities at once.

• A consultative, curious mindset - genuinely interested in understanding a client's workflow and finding the right solution.

• Comfort with (or eagerness to learn) CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight, or similar).

• Bachelor's degree or equivalent professional experience.

Nice to Have

• Experience or familiarity with healthcare, medical practice operations, EHR/Practice Management software, or SaaS.

• Prior exposure to identifying or supporting upsell/cross-sell opportunities.

• Experience with customer health scoring or usage analytics tools.

What We Offer

• Competitive base salary plus performance incentives tied to retention and expansion metrics.

• Comprehensive health, dental, and vision benefits.

• 401(k) with company match.

• Paid time off and company holidays.

• Structured onboarding and ongoing product training.

• A clear growth path within Customer Success, Sales, or Account Management at Criterions and across Volaris Group.

Worker Type:
Regular

Number of Openings Available:

1