Customer Success Advisor

Customer Success Advisor

A growing healthcare technology organization in the Mainline area is seeking a Customer Success Advisor to support customer engagement, platform adoption, and long-term client success for an industry-leading healthcare analytics platform. This newly created role was established due to significant company growth and will focus on building customer relationships, educating users on new platform capabilities, increasing product utilization, and serving as a trusted resource for clients. The ideal candidate is a strong communicator who enjoys working with customers, learning new technologies, and helping organizations maximize the value of software solutions while contributing to the growth of a high-performing Customer Success team.

Required Skills & Experience:

• Bachelor's degree or equivalent professional experience.
• Experience in Customer Success, SaaS, Technical Support, Technical Account Management, Healthcare Technology, or a related customer-facing role.
• Strong verbal communication skills and confidence conducting customer conversations via phone and video conferencing.
• Demonstrated ability to develop and maintain trusted customer relationships.
• Excellent organizational, prioritization, and time management skills.
• Ability to manage multiple customer accounts and requests simultaneously.
• Strong problem-solving ability and willingness to learn new technologies quickly.
• Comfortable working independently in a role with significant ownership and autonomy.
• Professional presence and customer-facing presentation skills.
• Ability to work full-time in a five-day-per-week office environment.

Desired Skills & Experience:

• Healthcare IT experience.
• Imaging informatics experience including PACS, RIS, DICOM, or HL7.
• Experience training, onboarding, or educating software users.
• Experience with ticketing systems, support workflows, CRM platforms, or project management tools.
• Exposure to process improvement initiatives or customer operations programs.
• Experience in subscription-based SaaS environments.
• Understanding of customer health metrics, adoption strategies, and retention initiatives.
• Interest in healthcare analytics, technology innovation, and AI-enabled solutions.

What You Will Be Doing Tech Breakdown:

• 60% Customer Success & Relationship Management
• 20% Customer Education & Product Adoption
• 10% Customer Feedback & Cross-Functional Collaboration
• 10% Process Improvement & Documentation

Daily Responsibilities:

• 35% Proactive outreach to existing customers to increase engagement and platform utilization.
• 25% Responding to customer questions and coordinating issue resolution with internal teams.
• 15% Conducting virtual meetings, product walkthroughs, and adoption conversations.
• 10% Monitoring customer health and identifying potential risks or opportunities.
• 10% Documenting processes, best practices, and operational improvements.
• 5% Representing customer feedback and enhancement requests to internal stakeholders.

The Offer:

• Base salary: $65,000-$85,000 (pending on experience)
• Potential performance-based incentives/bonus opportunities
• Career advancement opportunities as the Customer Success organization expands
• Direct exposure to executive leadership
• Opportunity to help build and shape a growing function

• Medical, Dental, and Vision Coverage
• Paid Time Off and Paid Holidays
• 401(k) Program
• Professional Development Opportunities
• Collaborative, team-oriented workplace culture

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