Lead US Customer Success: Onboard, Activate, Retain

black.ai; Colombia; A distancia; COP 341.636.000 - 434.810.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote

Flexible work

Competitive compensation

Descripción de la vacante

Carepatron is seeking a Lead Customer Success Manager for the US to own onboarding, activation, and retention for US practices, from first call to scalable playbook.

This player-coach role starts hands-on, then builds a system with flows, health scoring, and metrics, hiring and coaching the specialists who run it.

You'll collaborate with Sales, Success, and Product, report to Head of Customer, and shape a remote-first CS function for a growing healthcare platform.

Formación

• 5+ years in customer success, onboarding, or account management in B2B SaaS, with time spent delivering over phone and video.
• Experience building a function or motion from scratch; first senior hire turning ad hoc process into a system.
• Track record of owning retention or activation numbers and moving them.
• Exceptional written and verbal English communication, warm on calls and demos.

Responsabilidades

• Run and systemize new-customer onboarding and product walkthroughs over phone/video for group practices and high-value accounts.
• Own escalation path for complex or at-risk US accounts, including migrations and billing/workflow edge cases.
• Design proactive touch model: who to contact, when, by whom, and what a good call looks like.
• Build on the onboarding playbook; hire, onboard, and coach the specialists who join after you.

Conocimientos

Customer success

Onboarding

Account management

Phone & video

Descripción del empleo

Carepatron is seeking a Lead Customer Success Manager for the US to own onboarding, activation, and retention for US practices, from first call to scalable playbook.

This player-coach role starts hands-on, then builds a system with flows, health scoring, and metrics, hiring and coaching the specialists who run it.

You'll collaborate with Sales, Success, and Product, report to Head of Customer, and shape a remote-first CS function for a growing healthcare platform.