Customer Success Manager

Customer Success Manager

Help healthcare organizations achieve better outcomes by maximizing the value of athenahealth solutions. The Customer Success Manager (CSM) is responsible for post-sale success, including driving customer satisfaction, product adoption, retention, and growth across a portfolio of accounts. This role partners closely with customer stakeholders and internal teams to deliver measurable business impact. This position is based in the United States (remote or hybrid, depending on location) and reports to a Customer Success leadership role.

Essential Job Responsibilities

• Manage a portfolio of Group and Enterprise customers, supporting their success and growth on the athenahealth platform
• Build and manage relationships with assigned customers to understand business goals and drive successful outcomes
• Develop and maintain success plans aligned with customer priorities and performance objectives
• Partner with internal teams (e.g., product, training, support) to ensure customers achieve value from athenahealth solutions
• Conduct regular performance reviews with customer stakeholders to track progress and identify opportunities for improvement
• Monitor customer performance using benchmarks and data insights, recommending workflow or configuration improvements
• Maintain consistent communication with customers to address questions, updates, and ongoing initiatives
• Identify risks to customer satisfaction or retention and implement mitigation strategies in collaboration with internal teams
• Support product adoption and readiness for new features and enhancements
• Partner with account teams to identify opportunities for growth and expansion
• Familiarity with AI-enabled productivity tools, automation platforms, or data-driven customer engagement models
• Travel up to 20% annually as needed to support customer engagements

Additional Job Responsibilities

• Facilitate connections between customers and athenahealth resources, including support, advisory services, and product teams
• Provide visibility into product updates and roadmap enhancements
• Support customer participation in feedback programs and community initiatives
• Demonstrate understanding of healthcare industry trends and their impact on customer operations
• Coordinate cross-functional efforts to resolve customer challenges and improve outcomes
• Document customer interactions, plans, and progress in internal systems
• Contribute to process improvements to enhance the customer experience

Expected Education & Experience

• Bachelor's degree or equivalent experience
• 5 – 7 years of experience in customer success, client services, healthcare operations, or a related field
• Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR) preferred
• Demonstrated ability to manage multiple customer relationships simultaneously
• Experience communicating with and influencing stakeholders at multiple levels, including leadership
• Ability to analyze data and translate insights into actionable recommendations
• Experience working cross-functionally in a collaborative environment
• Familiarity with healthcare specialties (e.g., primary care, behavioral health, orthopedics) preferred
• Strong organizational skills with the ability to prioritize and manage competing demands
• Comfort working in a dynamic environment with changing priorities

Expected Compensation

$97,000 - $165,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.