Customer Success Manager (Hybrid)
About The Position
Unlimited Systems authors the category-leading Unlimited Financials practice management system focused on the unique revenue cycle requirements of specialty healthcare providers. Unlimited Systems customers enjoy streamlined business office workflows, reduced claim denial rates, and accelerated and amplified revenue streams. Unlimited Systems is committed to ensuring that specialty healthcare providers thrive in a dynamic reimbursement environment. Unlimited Systems is a portfolio company of Francisco Partners, a leading technology investment firm with deep sector focus and a track record of delivering outstanding returns. Through private equity and credit funds, they provide flexible capital and partnership to growth-aspiring technology companies. The Challenge Unlimited Financials, our best-in-class revenue cycle management (RCM) platform, is emerging as a top competitor in the specialty healthcare space. Our software allows for a highly customizable product experience, enabling providers to optimize their front-office and back-office interface to enjoy a wholly bespoke experience. While our clients enjoy a high touch customer journey, from implementation through contract renewal, our Customer Success Manager (CSM) is critical to ensuring that such a personalized product experience flows as smoothly as possible. Our CSM oversees effective adoption of the software and works tirelessly to ensure our customers and their businesses meet success at every step. Our CSM is the ultimate advocate for the customer experience. They champion successful outcomes, help our providers get the most value from our platform, and translate their client’s feedback back to our product development team.
Requirements
- 3-5 years of experience working in account management, implementation, or consulting
- Operate with flexibility and accountability, despite ambiguity
- Demonstrate strong communication and quality relationship management
- Be a self-starter and self-organizer, aligning your schedule with your customers
- Be a strategic thinker, building success plans with long-term partnerships in mind
- Be proactive, not reactive
- Demonstrate a generous, collaborative attitude
- Demonstrate an optimistic, but realistic mindset
- Pursue industry and customer trends, to influence best in class customer success
- Pursue subject matter expertise in Unlimited Financials, obtaining certification in proven product knowledge
Nice To Haves
- Experience in revenue cycle management, is a bonus
- Residency in the state of Ohio is preferred
Responsibilities
- Product Adoption: Developing success plans aligned to customer goals, Driving feature adoption to maximize time-to-value
- Relationship Management: Building relationships across stakeholder levels (champions, executives, end users), Conducting regular business reviews (EBRs/QBRs)
- Retention & Renewal: Monitoring health scores and proactively flagging churn risk, Resolving escalations and turning detractors into promoters
- Growth & Expansion: Identifying upsell and cross-sell opportunities, Collaborating with Sales/Strategic Account Management on expansion plays
- Advocating for customer needs internally to influence the product roadmap
- Advocacy & Voice of the Customer: Surfacing customer feedback to Product, Marketing, and Support teams, Cultivating reference customers, case studies, and testimonials, Facilitating community participation and peer connections
- Data & Reporting: Tracking usage metrics, engagement, and health indicators, Maintaining accurate CRM records, Reporting on portfolio health to Customer Experience leadership
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
