Customer Success Manager

Customer Success•New York, NY

9d•Hybrid

About The Position

We're hiring for a Customer Success Manager. You'll join Healthie's Customer Success team in making a meaningful impact on healthcare accessibility and innovation through our AI powered, HIPAA-compliant platform. This role involves building strategic relationships with healthcare executives, practice managers, and clinical champions, mastering customer workflows to understand patient care goals and operational objectives, and positioning Healthie for maximum impact. You will create and execute success plans and QBRs tracking clinical KPIs and operational metrics, identify expansion opportunities and optimization strategies that foster sustainable practice growth, and diagnose operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value. You will provide expert guidance throughout the customer journey—from onboarding and training to renewal and expansion, serve as the primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction, and collaborate with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs. The goal is to drive measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization.

Requirements

3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies
Experience supporting a book of business and building strong client relationships, contributing to customer health, retention, and growth with guidance from senior team members
Proactive, customer-first approach to helping clients get value from the platform, learning how to position features and best practices effectively
Confidently lead recurring customer calls and support business reviews, with coaching and partnership from senior teammates when navigating more complex conversations
Strong communicator who can clearly explain product workflows and concepts to healthcare teams, from individual providers to operations leads
Manage accounts independently day-to-day, while knowing when to escalate risk, ask for support, and collaborate cross-functionally
Developing strong domain knowledge of our platform and client workflows, and are comfortable supporting configurations, basic integrations, and troubleshooting alongside Implementation and Support
Building understanding of healthcare operations and business models, with a strong interest in deepening industry expertise
Willingness to travel as needed to support customer relationships, strategic initiatives, and team collaboration
Contribute positively to team goals, support expansion opportunities, renewals and collaborate with Sales and Product to advocate for customer needs
U.S. work authorization is required

Nice To Haves

Worked with private practices, multi-provider groups, or health systems

Responsibilities

Build strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient care
Master customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impact
Create and execute success plans and QBRs tracking clinical KPIs and operational metrics
Identify expansion opportunities and optimization strategies that foster sustainable practice growth
Diagnose operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value
Provide expert guidance throughout the customer journey—from onboarding and training to renewal and expansion
Serve as primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction
Collaborate with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs
Drive measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization