Customer Success Manager

Curantis Solutions•Addison, TX

About The Position

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.

Requirements

3+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment
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
Bachelor’s degree required

Nice To Haves

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
Healthcare, business, or technology-related field preferred

Responsibilities

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
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
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
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
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
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
Help define and establish Curantis’ Customer Success operating model as the company’s 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