Lead US Customer Success — Onboarding & Growth (Remote)

Carepatron; Colombia; Presencial; COP 279.520.000 - 372.694.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote

Descripción de la vacante

Carepatron is seeking a Lead Customer Success Manager for the US to own onboarding, activation, and retention end‑to‑end. You will drive group‑practice onboarding, manage escalations, and craft proactive touch models across live calls and demos.

You will design metrics and dashboards to track activation and retention, partner with Sales and Product, and help scale a remote‑first customer success motion. This role is remote with strong growth potential.

Formación

• 5+ years in customer success, onboarding, or account management in B2B SaaS with phone/video delivery.
• Experience building a function or motion from scratch and turning ad-hoc processes into a system.
• Track record of owning retention or activation metrics and driving improvement.
• Exceptional written and verbal English communication; confident on calls and demos.
• Strong listening and empathy; ability to guide non-technical users through change.
• Comfort with data; ability to build dashboards, spot patterns, and argue with numbers.
• Resilient, adaptable, and calm under pressure; able to iterate quickly.
• Experience coaching or mentoring others; management experience is a plus.

Responsabilidades

• Own onboarding and product walkthroughs for US customers via phone/video, focusing on group practices.
• Own escalation path for complex or at‑risk US accounts, including migrations and billing edge cases.
• Design proactive touch model: who to contact, when, and what constitutes a good call.
• Build re-engagement and save motions for stalled setups and at‑risk accounts.
• Define targets (activation rate, time‑to‑value, retention) and instrument/report them to leadership.
• Develop a reporting layer so leadership sees US customer health at a glance.
• Run experiments on motion and discard ineffective approaches.
• Help hire, onboard, and coach new specialists; set standards for Carepatron calls.
• Partner with Sales, Success, and Product to close the loop between customer feedback and product.

Conocimientos

Customer success leadership

Onboarding and activation

Phone & video communication

Account retention/activation

Data-driven decision making

English communication (written and Ver

Mentoring/coaching

Relationship-building

Problem solving under ambiguity

Cross-functional collaboration

Descripción del empleo

Carepatron is seeking a Lead Customer Success Manager for the US to own onboarding, activation, and retention end‑to‑end. You will drive group‑practice onboarding, manage escalations, and craft proactive touch models across live calls and demos.

You will design metrics and dashboards to track activation and retention, partner with Sales and Product, and help scale a remote‑first customer success motion. This role is remote with strong growth potential.