Customer Success Manager

Customer Success Manager (CSM)

Humata Health Inc. is seeking a dynamic and results-driven Customer Success Manager (CSM) to join our team. As a CSM, you will play a pivotal role in ensuring the success and satisfaction of our provider customers by serving as their trusted advisor and advocate. You will guide customers through their journey with Humata Health, driving adoption, retention, and overall satisfaction while promoting long-term partnerships.

Location: Hybrid - Orlando, Florida, US or Remote, US

Responsibilities

Customer Relationship Management:

• Own and nurture relationships with assigned customers to ensure seamless onboarding, implementation, and ongoing support.
• Act as the primary point of contact and advocate for customers, proactively addressing their needs and concerns.

Strategic Guidance:

• Establish a trusted advisor relationship with customers to drive the adoption of Humata Health's solutions.
• Develop and execute success plans tailored to customers' strategic goals and operational workflows.
• Provide insights on industry best practices and leverage analytics to demonstrate value and ROI.

Operational Excellence:

• Balance high-level strategic planning and manage day-to-day tactical execution and problem-solving
• Oversee the customer lifecycle, ensuring smooth transitions from implementation to day-to-day operations.
• Collaborate with internal teams, including Growth, Product Development, and SME's, to align solutions with customer needs.
• Track and analyze key metrics related to Humata's performance and to inform proactive strategies.

Customer Advocacy:

• Serve as the voice of the customer, driving cross-functional initiatives to improve user experience and product performance.
• Facilitate customer feedback sessions and ensure actionable insights are integrated into product and service improvements.

Renewals and Growth:

• Drive customer retention and renewals by consistently demonstrating value.
• Identify opportunities for scope expansion or additional solutions based on customer needs.

Communication and Reporting:

• Deliver tailored reports and presentations that highlight customer outcomes, including cost savings, performance metrics, and progress toward goals.
• Prepare for and lead formal presentations to discuss account health and future plans.

Role Requirements

• Bachelor's degree in Business, Economics, Healthcare Administration, or a related field.
• 5+ years of experience in a customer success or consulting role, preferably in healthcare or technology.
• Experience working in small teams where both strategic thinking and tactical execution are required daily
• Proven ability to build and maintain relationships with stakeholders at all levels, including executives and operational teams.
• Exceptional communication and presentation skills, with a talent for tailoring messaging to diverse audiences.
• Proficient in PowerBI and data analytics
• Strong analytical mindset with experience in tracking and interpreting key performance indicators (KPIs).

Preferred Experience & Skills:

• Demonstrate ability to work effectively in small team environments and early-stage companies
• Familiarity with healthcare operations, prior authorization, or revenue cycle workflow optimization
• Willingness to travel as required (up to 30%).

Interview Stages:

1. Initial phone screen with HR
2. Hiring manager interview
3. Case study & roundtable
4. Reference checks
5. Offer

Why Join Humata Health?

• Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes
• Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL
• Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles
• Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match
• Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development
• Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued

Join us in our mission to transform healthcare while building a life that works in harmony both in and outside the office.