Customer Success Executive

PatientPoint•Salt Lake City, UT

About The Position

The Customer Success Executive ensures customers get the most from PatientPoint products, managing service from setup through troubleshooting while 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 implementation and issue resolution, trains customers to adopt product features, and builds trusted customer relationships. It monitors account health and usage, leads proactive customer conversations, works with internal teams to resolve complex issues, and shares customer insights to support continuous improvement.

Requirements

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 orientation and a strong sense of ownership and accountability.
Curiosity, eagerness to learn, and adaptability in fast-changing environments.
Ability to explain complex issues and solutions in clear, approachable language.
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.

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 by engaging customers, determining the optimal training method for each office, and ensuring 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.