Customer Success Manager

Healthie•New York, NY

5d•$105,000 - $130,000•Hybrid

About The Position

Healthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare. We provide the powerful infrastructure every care delivery organization needs, including EHR, Scheduling, Engagement, Billing, Data, and much more. Our API-first platform offers thousands of configurations, settings, widgets, automations, and limitless capabilities, making it easy for clinics and organizations of any size to scale. We are customer-obsessed, operate with lightning-fast processes and responses, and always share our product roadmap publicly. Healthie is backed by leading investors and has been profitable for more than half of our time as a company. We are building the rails that make improved access to healthcare a reality. We're hiring a Customer Success Manager to join Healthie's Customer Success team. In this position, you will be responsible for building strategic relationships with healthcare executives, mastering customer workflows, creating and executing success plans, identifying expansion opportunities, diagnosing operational inefficiencies, providing expert guidance, serving as the primary escalation point, collaborating with internal teams, and driving measurable revenue and customer health improvements. We are looking for team members who actively leverage AI-powered development tools, embrace automation, and help teams adopt modern, AI-assisted engineering practices.

Requirements

8+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies
Demonstrated track record managing complex books of business, including key accounts and at-risk clients, with measurable success in client health, retention, growth, and referenceability
Advanced practitioner who takes a consultative approach to maximize client value, mastering product positioning and best practices to influence stakeholders toward optimal outcomes
Ability to drive successful executive meetings and quarterly business reviews independently, excelling at leading difficult conversations with clients when needed
Excellent communicator with expert presentation skills, able to break down complex subjects for healthcare leaders from practice managers to C-suite executives
Ability to work autonomously on large, complex accounts while serving as a mentor to junior teammates, efficiently managing and delegating work to account teams
Advanced domain knowledge of company operations and user workflows, with experience in technical implementations including APIs, integrations, and platform configurations
Strong understanding of business delivery models and operational nuances
High contributor to team and company goals, leading cross-functional initiatives and supporting sales functions in upsell negotiations
U.S. work authorization is required.

Nice To Haves

Healthcare/healthtech experience strongly preferred
Experience with private practices, multi-provider groups, or health systems

Responsibilities

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