Associate Customer Success Manager

Associate Customer Success Manager (Assoc. CSM)

The Associate Customer Success Manager (Associate CSM) supports the success, adoption, and retention of a defined portfolio of customers through a combination of tech-touch and human-touch engagement. This role focuses on executing established success motions, monitoring customer health, and resolving common customer issues. This role requires skills in customer communication, product knowledge, data interpretation, and prioritization.

Key Responsibilities

Customer Engagement & Support

• Manage day-to-day customer interactions for a portfolio of accounts.
• Execute scaled engagement programs, including onboarding touchpoints, adoption campaigns, and health check-ins.
• Respond to customer inquiries and coordinate with Support and internal teams to ensure timely resolution.

Product Adoption & Enablement

• Guide customers through core product workflows using documented best practices.
• Support adoption of EMR, CRM, RCM, compliance, and analytics features with coaching and enablement resources.
• Monitor usage and engagement data to identify adoption gaps and escalate risks as needed.

Data Monitoring & Health Management

• Review customer health dashboards and usage reports to identify trends and potential risks.
• Document customer interactions, risks, and outcomes accurately in the CRM.
• Follow playbooks to address common adoption, engagement, or satisfaction challenges.

Issue Identification & Escalation

• Investigate customer issues using established processes and tools.
• Escalate complex issues or at-risk accounts to Support or Customer Success Management with clear context and recommendations.
• Maintain clear and empathetic communication with customers during issue resolution.

Professional Communication & Collaboration

• Communicate clearly, professionally, and timely with customers via email, calls, and virtual meetings.
• Participate in customer meetings led by CSMs or Senior CSMs to observe and learn best practices.
• Collaborate cross-functionally with Support, Product, and Operations teams.

Qualifications

• 1–3 years of experience in customer success, support, account coordination, or a customer-facing role
• Interest in healthcare SaaS and customer outcomes
• Strong written and verbal communication skills
• Ability to learn complex products and workflows
• Bachelor's degree or equivalent experience preferred