Customer Success Executive

PatientPoint•Austin, TX

About The Position

The Customer Success Executive ensures customers get the most from PatientPoint products, manages service from setup through troubleshooting, and promotes engagement and retention. As the primary customer advocate, the role partners with provider offices to understand their needs, optimize their experience, and identify opportunities to expand value. The position manages the service and connectivity device lifecycle from onboarding through implementation, troubleshoots hardware and software issues, and drives product training and adoption. It builds customer relationships, monitors account health and usage, works with internal teams to resolve complex issues, leads proactive customer conversations, and shares customer insights to support continuous improvement.

Requirements

Proven ability to manage customer relationships with a solution-oriented, customer-first mindset.
Strong critical-thinking and problem-solving skills, and comfort learning and applying technical knowledge through training.
Excellent communication skills, including the ability to tailor messaging to end users, office managers, and executives.
Ability to independently manage multiple priorities, remain calm under pressure, and deliver timely results.
Passion for driving customer engagement, retention, and growth.
Service-oriented approach with ownership and accountability.
Curiosity, eagerness to learn, and adaptability in fast-changing environments.
Ability to simplify complex issues and explain solutions clearly and accessibly.
Strong organizational skills, attention to detail, and follow-through.
Collaborative mindset and ability to work across teams and influence without direct authority.
Entrepreneurial spirit and proactive approach to identifying opportunities for improvement and growth.
Ability to balance empathy with business outcomes.

Nice To Haves

Experience in customer success, account management, or a related customer-facing role.
Proficiency with CRM and customer success tools, such as Salesforce.

Responsibilities

Manage the complete service and connectivity device lifecycle, from onboarding through implementation, ensuring smooth operation and timely resolution of issues.
Troubleshoot and resolve hardware and software issues using training, resources, and logical problem-solving skills.
Drive product training and adoption through proactive customer engagement, selecting effective training methods for each office and supporting successful implementation.
Build strong customer relationships as a trusted advisor and deliver an exceptional customer experience at every touchpoint.
Monitor account health, usage trends, and feedback to identify retention risks and growth opportunities.
Partner with sales, technical support, product, and operations teams to escalate and resolve complex issues.
Lead Proactive Cadence Calls and other strategic customer conversations to highlight value, outcomes, and future opportunities.
Share customer insights and recommend product and process enhancements.