Healthcare SaaS Customer Success Associate

Incognito Software Systems Inc; New York (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Paid time off

Onboarding

Job summary

Criterions, a Volaris Group company, is hiring a Customer Success Manager in New York to own day-to-day client relationships and drive retention and growth across the EHR/Practice Management suite.

You'll conduct regular health checks, identify expansion opportunities, coordinate with Support and Product teams, and guide customers through onboarding and value realization to strengthen partnerships.

Qualifications

• 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.

Responsibilities

• Own day-to-day relationships, serving as the trusted point of contact within Criterions.
• Conduct regular check-ins and health assessments to gauge satisfaction and address concerns before they escalate.
• Track customer health signals 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.

Skills

Communication

Organization

Curiosity

CRM proficiency

Education

Bachelor's degree or equivalent

Tools

Salesforce

HubSpot

Gainsight

Job description

Criterions, a Volaris Group company, is hiring a Customer Success Manager in New York to own day-to-day client relationships and drive retention and growth across the EHR/Practice Management suite.

You'll conduct regular health checks, identify expansion opportunities, coordinate with Support and Product teams, and guide customers through onboarding and value realization to strengthen partnerships.