Customer Success Manager

Title

Customer Success Manager (Healthcare, Product Adoption, Relationship Mgmt, Remote)

Job Overview

This role at athenahealth focuses on ensuring post-sale customer success for healthcare organizations by maximizing the value of athenahealth solutions. The drives product adoption, retention, and growth across a portfolio of accounts, partnering with customers and internal teams to deliver measurable business impact.

Why This Role Stands Out

• Drive measurable business impact by maximizing the value of athenahealth solutions for healthcare organizations.
• Own post-sale customer success, retention, and growth across a portfolio of Group and Enterprise accounts.
• Collaborate cross-functionally with product, training, and support teams to ensure customer value.
• Play a critical role in identifying and mitigating risks to customer satisfaction and retention.

Who This Role Is For

• An experienced professional with 5-7 years in customer success, client services, or healthcare operations.
• Someone adept at managing multiple customer relationships and influencing stakeholders at all levels.
• A data-driven individual who can analyze insights and translate them into actionable recommendations.
• A highly organized and adaptable individual comfortable with dynamic environments and competing priorities.
• Preferably, someone with experience in healthcare systems, RCM, or EMR.

What Youll Do

• Manage a portfolio of Group and Enterprise customers to ensure their success and growth.
• Build and nurture strong relationships with assigned customers, understanding their business goals.
• Develop and execute success plans aligned with customer priorities and performance objectives.
• Collaborate with internal teams to ensure customers achieve maximum value from solutions.
• Conduct regular performance reviews and monitor customer metrics, recommending improvements.
• Identify and mitigate risks to customer satisfaction and retention.
• Support product adoption and readiness for new features and enhancements.
• Travel up to 20% annually for customer engagements.

What Were Looking For

• Bachelors degree or equivalent practical experience.
• 5-7 years of experience in customer success, client services, or healthcare operations.
• Proven ability to manage multiple customer relationships and influence stakeholders at all levels.
• Strong analytical skills to translate data insights into actionable recommendations.
• Experience collaborating effectively in a cross-functional environment.
• Excellent organizational skills with the ability to prioritize competing demands.
• Comfort and adaptability in a dynamic, fast-paced environment.
• Preferred: Experience with healthcare systems, RCM, or EMR.
• Preferred: Familiarity with healthcare specialties (e.g., primary care).
• Preferred: Familiarity with AI-enabled productivity tools or data-driven customer engagement models.