Customer Success Executive (Health Systems)

Nym Health • New York, NY

8h • Remote

About The Position

Nym empowers healthcare providers with AI-based solutions that simplify healthcare administration and optimize revenue cycle management processes. Our innovative technology understands clinical language and transforms medical records into clear, actionable information. By fully automating medical coding, Nym improves operational efficiency, optimizes financial performance, and reduces administrative burdens, ultimately enabling providers to focus more time on patient care. Our AI-powered coding engine supports six specialties: emergency medicine, radiology, outpatient surgery, outpatient visits, inpatient services, and urgent care. At Nym, the future is bright. Our engine currently processes over six million charts annually in more than 300 healthcare facilities across the US, enabling clinical and administrative teams to spend more time on patient care. We are backed by top-tier VCs and growing rapidly, with offices in New York City and Tel Aviv.

As a Customer Success Executive, you will play a pivotal role in ensuring the success of our largest and most strategic clients by delivering exceptional service and fostering long-term relationships. You will partner with internal teams and customers to optimize their post-sale experience, and contribute to the evolution of our customer success processes and tools as we continue to scale. You are responsible for developing and maintaining strong relationships with client executives, acting as an advisory partner to maximize value achieved with Nym’s products. You will perform account maintenance by handling customer concerns, overseeing the issue resolution and throughput processes, and tracking success metrics and account health. You will develop and maintain a deep knowledge of the Healthcare Coding and HIM industry to act as a consultative partner with our clients and to our internal Product team. You will report to the Director of Customer Success.

Requirements

• 8+ years of experience in client-facing roles, delivering products, services, and analyses, preferably to healthcare customers, with increasing responsibility
• Healthcare experience required, working with health systems, provider groups, or healthcare organizations, with a solid understanding of healthcare operations, revenue cycle workflows, and compliance. Medical coding and/or Health Information Management experience preferred.
• A track record of rigorously prioritizing, managing project timelines, conducting data analyses, leading client communications, and promoting cross-functional team collaboration
• Strong project management skills with a proven ability to manage multiple complex projects and meet deadlines
• Excellent communication and interpersonal skills, with the ability to build strong relationships with healthcare clients and internal teams
• Passion for working for a healthcare startup, comfortable with navigating ambiguity and proactively identifying and participating in process improvement opportunities
• You thrive in a collaborative, diverse, cross-functional environment, working with international teams.
• Experience with Customer Relationship Management platforms, project management tools, document management, and ticketing systems.
• Located in Eastern Time or Central Time Zone, or willing to start your day by 9 AM EST as needed
• You are willing to travel to clients for key meetings or to Nym internal offsites, once or twice per quarter on average

Nice To Haves

• Medical coding and/or Health Information Management experience preferred.

Responsibilities

• Manage and nurture relationships with our largest and most strategic clients post-sale, serving as their primary point of contact for day-to-day engagement, implementation, support, and expansion.
• Act as an advisory partner to our client executives, helping them maximize ROI with Nym.
• Proactively develop a comprehensive understanding of the customer’s business needs and goals, assessing opportunities for Nym to fill those needs. Partner with the SVP of Product Strategy and other internal leaders to execute on these opportunities.
• Proactively provide data to ensure clear understanding of value attainment and drive internal messaging supporting ongoing partnership with Nym.
• Act as a revenue cycle expert, strategist, and consultant to customers
• Build and maintain knowledge of revenue cycle industry trends to inform product strategy and strong relationships with customer executives
• Proactively monitor and track account health and key KPIs to ensure retention and high customer satisfaction. Identify opportunities for expansion and manage renewals.
• Partner with the Support Analysts and Coding Auditors to ensure timely and holistic issue resolution and guideline updates. Monitor key KPIs related to SLA adherence and issue resolution, supporting a positive customer experience.
• Work closely with Implementation, Sales, Engineering, Product, Compliance, and other internal teams to address recurring issues, suggest improvements, and ensure seamless service delivery across the customer journey
• Gather and analyze customer insights to identify trends, provide actionable recommendations, and influence product and process improvements. Represent customer needs across internal teams, ensuring visibility into customer status, metrics, and priorities to drive alignment and outcomes that benefit both the customer and the company.
• Support and scale operational processes to meet evolving customer needs and contribute to business growth. This includes but is not limited to customer reporting, customer success playbooks, and cross-functional process improvement.
• Contribute to shaping and refining our long-term customer success strategies, enhancing relationship-building efforts, and designing innovative engagement strategies to elevate customer satisfaction.

Benefits

• Competitive salary and performance-based bonus
• Comprehensive health, dental, and vision insurance
• Unlimited paid time off (PTO)
• Opportunities for career growth and professional development
• Flexible work environment
• Remote employee perks, such as monthly meal budget, home office stipend, and utilities reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed