Customer Success Manager (CSM)

Company: EXA CAPITAL
Location: Plano
Posted on: February 16, 2026

Job Description:

Job Description Job Description Description: Job Title: Customer Success Manager (CSM) - Workforce Management SaaS Solution Company: StaffReady Location: Spokane, WA or anywhere in the USA Job Type: Full-Time, Remote Position Overview At StaffReady, we help healthcare organizations optimize their most valuable resource; their people. We are seeking a dedicated and proactive Customer Success Manager (CSM) to partner with our existing client base of pharmacies, laboratories, health systems, pharmaceutical and clinical test design manufacturing firms, biotech research companies, and all other ancillary and healthcare industries managing complex staff challenges. In this critical role, you will ensure our healthcare clients maximize the value of StaffReady's workforce management solutions specifically focusing on on scheduling optimization and competency tracking. A key focus of this position will be guiding clients through the transition from our legacy software subscription to an upgraded, advanced platform, ensuring a smooth upgrade path, and maintaining exceptionally high retention rates. Key Responsibilities - Strategic Account Management & Retention: Serve as the primary trusted advisor for a portfolio of healthcare accounts with an SME level of StaffReady knowledge and experience. Proactively monitor account health, utilization metrics, and client feedback to predict growth and churn. Achieve industry-recognized high renewal rates by aligning StaffReady solutions with client operational goals. Manage all aspects of creating and maintaining business documents including contracts and proposals. Ability to establish relationships with key decision makers to assure account renewal and expansion. Track and maintain activity methodically in the Company's CRM including touch points, open opportunities, contacts, proposals and contracts. Execute personalized migration and change management strategies for clients moving from legacy StaffReady software to our integrated ScheduleReady platform. - Upselling and Expansion: Identify opportunities within existing accounts to upsell new modules (e.g., adding competency tracking if a client only uses scheduling, or vice versa) and transition clients to higher-tier, multi-year service agreements. - Onboarding, Training, and Long-term Adoption: Work collaboratively with onboarding and training team members to bring new clients onboard. Conduct Quarterly Business Reviews (QBRs) with client leadership (e.g., VP's, Directors, Senior Managers, Supervisors and other key individuals). Utilize meetings, regular conversations and other communication forms paired with customer analytics to assist client in meeting business goals (ROI) and fully adopting StaffReady. - Advocacy and Expertise: Act as the "voice of the customer," advocating for client needs with our Product Development team to influence the future roadmap. Maintain expertise in healthcare staffing trends, compliance requirements, and HIPAA regulations to provide credible, industry specific guidance. Work with the Marketing Team on messaging and on-the-ground expertise that can assist in product dev and marketing. Required Qualifications & Skills - Experience: Minimum of 4 years of experience in a Customer Success, Account Management, or Sales role within a healthcare SaaS environment. Prior experience specifically within Health Tech, Healthcare IT (HCIT), or Workforce Management software is highly preferred. Track record of successfully identifying and closing upsell/expansion opportunities. Proven experience assisting clients with change management initiatives around software adoption. Bachelor's degree or formal education in Business, Sales, Healthcare Administration, or a related field. - Skills: Exceptional organization and project management skills and the ability to manage multiple client timelines simultaneously. Strong technical skills and experience presenting, demonstrating and selling B2B SaaS software. Comfortable with a job position requiring ongoing, detail-oriented client data tracking, recording and analysis. Strong relationship, empathetic selling foundation, understanding client's day-in-the-life, healthcare market trends, and monitoring complex challenges faced by healthcare leaders. Understands critical nature of utilizing CRM (e.g., Salesforce, HubSpot) and CS platforms (e.g. Gainsight, ChurnZero) to track health scores and KPIs for healthy customer management. Comfortable interacting with C-suite executives and clinical staff alike. Strong negotiation and problem-solving skills especially with large clients across multiple entities. Benefits: The CSM is an salaried position with a base of $70k/year plus commissions on renewals and upsells. Staffready offers full medical, dental and vision benefits, SimpleIRA, paid time off, career development, and the opportunity to be a part of a rapidly growing software company. Why Join StaffReady? We are a one-of-a-kind company that attracts motivated individuals who embrace high levels of client service while providing complex B2B cloud solutions to the healthcare field. Since 2002, StaffReady has become an expert in scheduling processes, competency management and document control, and has revolutionized the model of technical support and product implementation. Our culture promotes a collaborative, team environment with a workforce in Spokane, WA and across the US. We actively welcome new team members looking for purpose and wanting to use their skills to make a difference in the lives of clients and patients. We work hard and know how to have fun. Requirements:

Keywords: EXA CAPITAL, Flower Mound , Customer Success Manager (CSM), Sales , Plano, Texas