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About the Role

The Customer Success Manager is the primary relationship-builder for a portfolio of Criterions clients, responsible for driving satisfaction, retention, and growth. This person will proactively engage practices to ensure they're getting full value from the Criterions suite, identify underused features, and surface expansion opportunities for the Sales team. This is an entry-level, high-visibility role well suited to someone early in their career who is curious, organized, and energized by helping people succeed.

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.
Track customer health signals and flag at-risk accounts to leadership.
Partner with Support and Product teams to resolve client issues quickly and confirm resolution and satisfaction.
Gather and relay client feedback to Product and Training teams.
Work within CRM to update client information, document calls, and conduct online meetings.
Maintain a working knowledge of the Criterions software.
Coordinate with Implementation and client support to resolve current and outstanding issues.
Maintain an active client reference list.
Analyze individual client usage of the Criterions suite to identify underutilized features or modules.
Proactively reach out with tailored recommendations, best practices, and trainings.
Deliver or coordinate onboarding refreshers, webinars, and how-to content.
Maintain a working knowledge of new releases and features.
Recognize when a client's needs point to an upsell, cross-sell, or upgrade opportunity.
Document and hand off qualified opportunities to the Sales team with clear context.
Support the sales conversation as the client's trusted advisor.
Track adoption and expansion activity in the CRM, keeping account records accurate and current.
Contribute to renewal conversations by demonstrating the value the client has realized from the platform.

Requirements

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.
Comfort with (or eagerness to learn) CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight, or similar).
Bachelor's degree or equivalent professional experience.
Experience or familiarity with healthcare, medical practice operations, EHR/Practice Management software, or SaaS.
Prior exposure to identifying or supporting upsell/cross-sell opportunities.
Experience with customer health scoring or usage analytics tools.

Skills

Customer Success
Account Management
Customer Support
Sales
Client-facing communication
CRM
Salesforce
HubSpot
Gainsight
Healthcare software
EHR/Practice Management software
SaaS
Upsell/Cross-sell
Customer health scoring
Usage analytics

Work Type

Regular

Experience Level

Entry-level
0-2 years

Education Level

Bachelor's degree or equivalent professional experience

Salary/Compensations

Competitive base salary plus performance incentives tied to retention and expansion metrics.

Benefits

Comprehensive health, dental, and vision benefits.
401(k) with company match.
Paid time off and company holidays.
Structured onboarding and ongoing product training.
A clear growth path within Customer Success, Sales, or Account Management at Criterions and across Volaris Group.

About the Company

Criterions provides cloud-based Electronic Health Record (EHR) and Practice Management software to independent medical practices, clinics, and billing services across the country.
For over 30 years, Criterions has partnered with clients to simplify the business and clinical sides of running a practice.
Criterions is part of Volaris Group, a global operator of market-leading software businesses.