Senior Customer Success Manager (Sr. CSM)

This Role is Perfect for You If You Love:

• Technical Mastery: You can navigate complex data integrations and AI logic to solve the most difficult client challenges.
• High-Stakes Problem Solving: You thrive on managing high-touch relationships where the solutions require deep technical and clinical context.
• Building the Machine: You want to play a foundational role in scaling a CS department from 5 to 10+ managers by defining best practices.
• Market Segment Strategy: You enjoy becoming the “voice of the customer” for a specific industry vertical (e.g., Life Sciences or Health Systems).
• Mentoring with Purpose: You find fulfillment in helping more junior CSMs navigate complex technical hurdles and client politics.

About xCures

xCures is redefining how healthcare organizations access, trust, and act on patient data. Our AI-powered platform aggregates, structures, and distills health data from across the country into highly-tailored, up-to-date insights. We equip our partners—from health systems to life science organizations—with the critical, validated information they need to make faster, better-informed decisions that improve health outcomes.

Founded by serial entrepreneurs and funded by top-tier strategic investors, we are a team of experts in AI, software systems, and clinical operations dedicated to solving healthcare’s most pressing data challenges.

About the Role / Key Responsibilities

As a Senior Customer Success Manager, you manage a high-touch portfolio of 10–15 of our most strategic accounts. While the CSM I and II roles focus on broad execution, the Senior CSM is an expert-level contributor who begins to specialize in a specific market segment.

You report to a Director of Customer Success Management or VP of Customer Success and serve as a lead within the team. You are responsible for ensuring our most critical partnerships are thriving while simultaneously helping the broader team level up their technical and professional skills.

 Market Segment Specialization & Strategy

• Vertical Ownership: Develop deep domain expertise in a specific market segment, identifying the unique clinical and operational workflows—and the specific platform features required to support them—that drive maximum value and data utility for your clients.
• Workflow Optimization: Partner with clients to map their existing processes to our AI-powered tools, ensuring that our automated data structuring and insight modules are seamlessly integrated into their daily operations.
• Strategic Roadmap Input: Partner closely with Product and Engineering to advocate for segment-specific features, ensuring our roadmap aligns with the most pressing needs of your market.
• Executive Presence: Lead Executive Business Reviews (EBRs) for high-impact accounts, translating platform data into a clear ROI story for C-suite stakeholders.

Mentorship & Team Development

• Formal Mentorship: Serve as a dedicated mentor to CSM I and II team members, conducting regular shadowing sessions and providing feedback on account strategy.
• Subject Matter Expertise (SME): Act as the internal go-to for complex technical questions regarding data interoperability, AI outputs, and healthcare integrations.
• Onboarding Support: Play a lead role in training new CSM hires as we double the team size, ensuring they understand our technical stack and client philosophy.

Process Innovation & Expertise

• Technical Troubleshooting: Work directly with Technical Program Managers and Engineering to solve sophisticated issues, ranging from data pipeline discrepancies to platform bugs, ensuring a seamless experience for enterprise-level clients.
• The xCures Playbook: Lead the creation and ongoing refinement of repeatable templates, onboarding guides, and success plans that can be utilized by the entire CS organization.
• Retention Leadership: Proactively identify churn risks across the team’s broader portfolio and lead cross-functional sessions to course-correct at-risk accounts.

Qualifications

• Education: Bachelor’s degree in business, healthcare administration, or a related field.
• Experience: 5–8 years of experience in Customer Success or Account Management, specifically within HealthTech or Enterprise SaaS.
• Technical Depth: High degree of technical adeptness; ability to engage deeply with APIs, data schemas, and AI-driven software.
• Mentorship Track Record: Proven experience (formal or informal) in coaching peers or junior team members.
• Communication: Exceptional articulate and personable communication style; mastery of simplifying complex technical concepts for non-technical audiences.

Bonus Points:

• Experience in a high-growth startup during a scaling phase (10 to 100+ employees).
• Previous experience in a specialized healthcare vertical (e.g., Pharmacy Hub, Telehealth, Value Based Care, Payer Analytics).
• Familiarity with data standards like HL7 or FHIR.

SrCSM: Compensation & Benefits

• Salary Range: $110,000 – $135,000 base (plus variable OTE structure)
• Equity: Meaningful stock option grants in a high-growth startup
• Benefits: Medical, Dental, Vision insurance, and 401k
• Location: Remote (US-based). Anticipate light travel (2-3 times per year) for team summits and strategic client meetings.

Additional Considerations

At xCures, we value mission-aligned experts who are ready to build. If you are a technically adept, personable, and articulate leader who wants to shape the future of healthcare data, we want to hear from you.

To Apply: Please send your cover letter and resume to customersuccess@xcures.com.