Carepatron is one of the fastest-growing healthcare software companies in the world, trusted by 100,000+ clinicians across 120+ countries. We help practitioners save time, stay organized, and deliver better care through a beautifully simple practice management and EHR platform powered by ambient AI.

We're building the invisible infrastructure behind modern healthcare. Already used globally, Carepatron is expanding rapidly and making healthcare more accessible, collaborative, and human.

A major area of growth is behavioral health. Therapists, counselors, psychologists, and group practices are switching to Carepatron every day. When they arrive, the difference between a customer who thrives and one who churns comes down to those first conversations: a great onboarding, a fast answer, a human who actually picks up.

We're now building a focused onboarding and success motion for the US, delivered live over phone and video. We're looking for someone to lead it.

Carepatron is remote-first. We're a tight-knit, high-ownership team that moves fast, experiments boldly, and cares deeply about the work we do.

About the RoleAs our Lead Customer Success Manager for the US, you own how new US practices get onboarded, activated, and retained. Not a slice of it. The whole motion.

This is a player-coach role. In your first months you'll be on the calls yourself: running onboardings, taking the tricky escalations, sitting with group practices as they migrate. That hands-on time is how you'll learn where the friction really is.

From there, you'll turn what you've learned into a system. The call flows, the walkthroughs, the follow-up cadences, the health scoring, the QA bar. Then you'll hire and coach the specialists who run it alongside you.

There is no existing playbook to step into. You're writing it, and you'll have the autonomy and leadership access to do that properly.

You'll report to our Head of Customer, and work day to day with the sales team on handoffs, and with Product on everything you learn.

What You'll OwnThe customer motion

- Run and then systemize new-customer onboarding and product walkthroughs over phone and video,



with a focus on group practices and higher-value accounts.
- Own the escalation path for complex or at-risk US accounts, including migrations, multi-clinician rollouts, and billing or workflow edge cases.
- Design the proactive touch model: which customers get contacted, when, by whom, and what a good call actually looks like.
- Build the re-engagement and save motions for stalled setups and at-risk accounts.

The numbers
- Own US activation rate, time-to-value, gross retention, response times, and CSAT. Define the targets, instrument them, and report on them.
- Build the reporting layer so leadership can see US customer health without asking for it.
- Run experiments on the motion and kill what doesn't work.

The team and the playbook
- Build the onboarding and support playbook from the ground up: scripts, templates, help content, internal enablement, QA rubric.
- Help hire, onboard, and coach the specialists who join after you. Set the standard for what a great Carepatron call sounds like.
- Partner with Sales on handoff quality, and with Success and Product on closing the loop between what customers say and what gets built.

The voice of the customer
- Run a structured voice-of-customer program: themes, friction points, product gaps, competitive intel from switchers.
- Bring that to Product and Marketing regularly and with evidence, not anecdotes.
- Help shape the culture, process, and DNA of customer success at Carepatron.

What Success Looks LikeFirst 90 days. You've run onboardings yourself, mapped where new US customers stall, and shipped the first version of the playbook. Baseline metrics are defined and instrumented.

Six months. Activation and time-to-value are measurably better.



The motion is documented well enough that someone else can run it. You've made the case for what the team should look like.

Twelve months. You're leading a small team, US retention is trending the right way, and Product is shipping against insights you surfaced.

What You'll Bring

- 5+ years in customer success, onboarding, or account management in B2B SaaS, with time spent delivering over phone and video, not just email and chat.
- Experience building a function or a motion from scratch, or being the first senior hire who turned an ad hoc process into a real system.
- Track record of owning retention or activation numbers and moving them.
- Exceptional written and verbal English communication. A warm, confident presence on calls and demos.
- Strong listening skills, genuine empathy, and the patience to guide non-technical users through change.
- Comfort with data. You can build a dashboard, spot a pattern, and argue a case with numbers.
- High resilience and comfort in ambiguity. You iterate fast, learn fast, and stay calm under pressure.

- Experience coaching or mentoring others, formally or informally. Direct management experience is a plus but not required.

Bonus points for: experience with practice management software, EHRs, or healthcare technology; familiarity with behavioral health practice workflows; experience supporting US customers from outside the US.

Why Join Us

- Be the first dedicated customer success leader for our largest market, with real scope to shape the team, the tools, and the playbook.
- Work directly with leadership who've built products at Xero, EzyVet, Halter, Serato, and other integral category leaders.
- Build the onboarding engine for a company growing at exceptional pace, and grow a team underneath it.
- Competitive compensation with strong performance upside.
- 100% remote, with flexibility and autonomy.
- Join a team that values experimentation, pace, ownership, and continuous learning.

If you're excited to help shape where Carepatron goes next, and to build the systems that turn new customers into lifelong fans, we'd love to hear from you.

📌 Lead Customer Success Manager, US Market (Remote) (Colombia)
🏢 Carepatron
📍 Colombia