Customer Success Executive

PatientPoint•Dallas, TX

2d•Hybrid

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, 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, monitors account health, and collaborates with internal teams to resolve issues and 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 the ability 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.
Service orientation and a strong sense of ownership and accountability.
Curiosity, eagerness to learn, and adaptability in changing environments.
Ability to simplify complex issues and explain solutions clearly.
Strong organizational skills, attention to detail, and follow-through.
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.

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 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.
Drive product training and adoption by engaging customers, determining appropriate training methods for each office, and supporting successful implementation.
Build customer relationships as a trusted advisor and deliver an exceptional customer experience.
Monitor account health, usage trends, and customer 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 to support continuous improvement.