Customer Success Executive

PatientPoint•Salt Lake, UT

1d•Hybrid

About The Position

Join PatientPoint to be part of a dynamic team creating change in and around the doctor’s office. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide. Job Summary: The Customer Success Executive ensures customers get the most from our products, manages all aspects of service from setup to troubleshooting, and promotes engagement and retention. As the primary customer advocate, Customer Success Executive partners with provider offices to understand their needs, optimize their experience, and identify opportunities to expand value.

Requirements

Proven ability to manage customer relationships with a solution-oriented and customer-first mindset.
Strong critical thinking and problem-solving skills; comfortable learning and applying technical knowledge through training.
Excellent communication skills, with 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.
A passion for driving customer engagement, retention, and growth.
Service-oriented with a strong sense of ownership and accountability.
Naturally curious, eager to learn, and adaptable in fast-changing environments.
Ability to simplify complex issues and explain solutions in clear, approachable language.
Strong organizational skills with attention to detail and follow-through.
Collaborative mindset with the ability to work effectively across teams and influence without direct authority.
Entrepreneurial spirit with a proactive approach to identifying opportunities for improvement and growth.
Demonstrated ability to balance empathy with driving business outcomes.

Nice To Haves

Experience in customer success, account management, or related customer-facing role preferred.
Proficiency with CRM and customer success tools (e.g., Salesforce) a plus.

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 by applying training, resources, and logical problem-solving skills.
Accountable for product training and adoption by proactively engaging customers to drive full and effective use of product feature and functionality. This requires determining the optimal training method for each office and ensuring successful implementation.
Serve as the customer’s trusted advisor, building strong relationships and delivering an exceptional customer experience at every touchpoint.
Monitor account health, usage trends, and feedback to identify risks to retention and opportunities for growth.
Partner cross-functionally with internal teams (sales, technical support, product, operations) to escalate and resolve complex issues.
Lead Proactive Cadence Calls and other strategic customer conversations to highlight value, outcomes, and future opportunities.
Contribute to continuous improvement by sharing customer insights and recommending enhancements to products and processes.