Customer Success Manager

Waystar • Lehi, UT

9d

About The Position

As a Customer Success Manager, you will be responsible for fostering and managing strong, strategic, long-term relationships with customers (especially at decision-maker and executive levels), navigating complex customer environments, aligning around definitions of “success” for both the customer and Waystar, and partnering with cross-functional teams (product, implementation, clinical, support) to ensure the customer derives value from our solution and remains retained and engaged.

Requirements

• Bachelor’s degree (or equivalent experience).
• Several years of experience in customer success, account management, or client services in a SaaS and preferably healthcare-tech environment.
• Strong communication and relationship-building skills: able to engage both operational and executive stakeholders.
• Metrics-driven mindset: define success and monitor key outcomes.
• Comfortable navigating ambiguity in a fast-growing organization, and influencing cross-functional teams.
• Experience with CRM/CS tools (e.g., Salesforce, Gainsight) preferred

Nice To Haves

• Familiarity with healthcare revenue cycle, clinical documentation improvement (CDI), utilization management, or related domain is a plus.

Responsibilities

• Onboard new customers: define rollout plans, drive milestone adoption, monitor progress.
• Build executive relationships and account strategy to drive retention and expansion.
• Identify churn risks early; proactively develop mitigation plans.
• Surface upsell/cross-sell opportunities by understanding customer value drivers.
• Collaborate internally (product, engineering, clinical, support) to influence the roadmap based on customer feedback.
• Track, monitor and report on success metrics: usage, adoption, renewal rates, customer satisfaction.
• Serve as a point of escalation for customer issues; ensure customer outcomes are achieved.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees