Customer Success Manager

Waystar•Lehi, UT

43d

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. Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter. Waystar provides cloud-based technology that simplifies and unifies healthcare payments. Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic and fun.

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

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
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.