Customer Success Executive

PatientPoint•Austin, TX

2d•Hybrid

About The Position

The Customer Success Executive ensures customers get the most from PatientPoint products by managing service from setup through troubleshooting and promoting engagement and retention. As the primary customer advocate, this 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, supports product training and adoption, and builds trusted customer relationships. It monitors account health, usage trends, and feedback, while coordinating with internal teams to address complex issues and sharing customer insights to improve products and processes.

Requirements

Ability to manage customer relationships with a solution-oriented, customer-first mindset.
Strong critical-thinking and problem-solving skills, with willingness to learn and apply technical knowledge through training.
Excellent communication skills and 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.
Strong organizational skills, attention to detail, and follow-through.
Service orientation and a strong sense of ownership and accountability.
Curiosity, adaptability, and ability to explain complex issues in clear, approachable language.
Collaborative mindset and ability to work across teams and influence without direct authority.
Proactive approach to identifying opportunities for improvement and growth.
Ability to balance empathy with business outcomes.
Passion for driving customer engagement, retention, and growth.

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.
Entrepreneurial spirit.

Responsibilities

Manage the complete service and connectivity device lifecycle, from onboarding through implementation, ensuring smooth operation and timely issue resolution.
Troubleshoot and resolve hardware and software issues using training, resources, and logical problem-solving skills.
Drive product training and adoption by engaging customers, determining effective training methods for each office, and supporting successful implementation.
Build strong customer relationships and deliver an exceptional 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.