Customer Success Manager

Customer Success Manager

We're hiring a Customer Success Manager! You'll join Healthie's Customer Success team in making a meaningful impact on healthcare accessibility and innovation through our AI-native, HIPAA-compliant platform. In this position, you will be responsible for:

• Building strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient care
• Mastering customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impact
• Creating and executing success plans and QBRs tracking clinical KPIs and operational metrics
• Identifying expansion opportunities and optimization strategies that foster sustainable practice growth
• Diagnosing operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value
• Providing expert guidance throughout the customer journeyfrom onboarding and training to renewal and expansion
• Serving as primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction
• Collaborating with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs
• Driving measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization

About you:

• You have 3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies
• You have a demonstrated track record managing complex books of business, including key accounts and at-risk clients, with measurable success in client health, retention, growth, and referenceability
• You're an advanced practitioner who takes a consultative approach to maximize client value, mastering product positioning and best practices to influence stakeholders toward optimal outcomes
• You can drive successful executive meetings and quarterly business reviews independently, excelling at leading difficult conversations with clients when needed
• You're an excellent communicator with expert presentation skills, able to break down complex subjects for healthcare leaders from practice managers to C-suite executives
• You work autonomously on large, complex accounts while serving as a mentor to junior teammates, efficiently managing and delegating work to account teams
• You have advanced domain knowledge of company operations and user workflows, with experience in technical implementations including APIs, integrations, and platform configurations
• You possess strong understanding of business delivery models and operational nuances, with healthcare/healthtech experience strongly preferred
• You're a high contributor to team and company goals, leading cross-functional initiatives and supporting sales functions in upsell negotiations
• Bonus points if you've worked with private practices, multi-provider groups, or health systems.

Details, Details

• This is a full-time, NYC-Hybrid position.
• U.S. work authorization is required.
• The salary range is $105,000 - $155,000 per year (OTE) annually.

Interview Process

• Quick chat with someone from our Talent team (15 minutes)
• Interview with Caseley (20 minutes)
• Interview with Emma (30 minutes)
• Case Study with Emma, Caseley and 2 other members (that we rotate) of the Customer Success team (45 minutes)
• Final session with Tariq, COO (30 minutes)
• Reference Checks

Learn more at gethealthie.com/careers.

Healthie is subject to HIPAA and other security and privacy frameworks, and this job entails training and conformance to expectations regarding security and compliance.

Healthie participates in e-verify.

Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.