Customer Success Manager
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. 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
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
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
Benefits
- U.S. work authorization is required
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
