About xCures

xCures is redefining how healthcare organizations in the US access, trust, and act on patient data. Our mission is to ensure that critical patient information is available when, where, and how it’s needed most — helping care providers and partners make faster, better-informed decisions that improve health outcomes.

Our AI-powered software platform aggregates, structures, normalizes, and distills patient health data from care encounters nationwide. Our driving purpose is to equip our partners with the critical pieces of validated, traceable information that they need to render care and services in a form that inspires confidence and provides real clinical utility.

At xCures, we hold ourselves to the highest standards of quality and trust. Like the tools we build, our work is driven by precision, performance, and purpose. xCures is excited to champion responsible interoperability and the transformative potential of AI in healthcare, when done with the right values front of mind.

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 the role:

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.

Key Responsibilities:

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

Required

• 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.

Preferred

• 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.

Location

xCures operates in a distributed, remote-first environment. Candidates may be located anywhere in the United States. Occasional travel to company offsites or key meetings may be required.

The successful candidate must already have authorization to work in the United States. At this time, xCures does not offer sponsorship.

Benefits

• Base salary range: $110,000 to $135,000 annually
• Medical, Dental, Vision insurance
• 401k
• Equity options

xCures is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Agency Notice: xCures does not accept unsolicited resumes from staffing agencies, search firms, or other third-party recruiters. Any resumes submitted without a signed, active agreement with xCures will not be considered, and no fee will be paid in the event of a hire.