Customer Success Specialist

Greenway Health

22h

About The Position

As a Customer Success Specialist at Greenway Health, you will play a key role in ensuring the success and satisfaction of our healthcare clients. You will be responsible for supporting a shared book of business, understanding client needs as they arise, and driving value through our health information technology solutions. You will follow established processes and playbooks to support customer needs in a reactive manner, as well as engaging proactively through a set cadence with healthcare providers to drive adoption, optimize workflows, and maximize the impact of our products and services. As Customer Success Specialist, you are responsible for the overall health of assigned accounts, including risk mitigation, facilitating contract changes, and identification of expansion opportunities.

Requirements

Understanding of client needs
Ability to drive value through health information technology solutions
Follow established processes and playbooks
Support customer needs reactively and proactively
Drive adoption, optimize workflows, and maximize product/service impact
Manage overall account health
Risk mitigation
Facilitate contract changes
Identify expansion opportunities
Maintain internal records of interactions
Conduct discovery
Provide standard solutions and best practice guidance
Collaborate cross-functionally with sales, product development, professional services, and support teams
Monitor customer engagement and adoption
Identify at-risk customers and address risk factors
Act as a resource for common workflows
Escalate complex customer workflow needs
Address customer pain points
Follow escalation paths and internal processes
Facilitate structured meeting cadences for onboarding/offboarding
Deliver standard meeting materials
Answer customer questions
Track action items
Stay informed about industry trends, competitor activities, and best practices
Manage contract renewal process
Ensure on-time renewals
Provide warm hand-off to Sales for expansion opportunities

Responsibilities

Serve as a point of contact for a shared book of healthcare customers, maintaining internal records of interactions, and following established playbooks and processes.
Conduct discovery to understand the needs of each customer, as they arise, providing standard solutions and best practice guidance to resolve issues and drive success.
Collaborate cross-functionally with sales, product development, professional services, and support teams to share feedback, customer pain points, and problem-solve.
Use Greenway Health tools and resources to monitor customer engagement and adoption of our products and services. Identify at-risk customers and follow playbooks to address risk factors and retain the customer.
Act as a resource for common workflows in our health information technology solutions, providing standard best practices to customers. Escalate as appropriate with internal subject matter experts to support more complex customer workflow needs.
Address customer pain points by following escalation paths and internal processes to resolve issues and share relevant feedback with Greenway Health colleagues in product, finance, and other functional areas.
For onboarding and offboarding customers, facilitate a structured meeting cadence with each assigned customer. Deliver standard meeting materials, answer customer questions, and track action items to drive successful outcomes.
Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients.
Manage the contract renewal process, following internal processes and ensuring on time renewals align with commercial goals for the business. Collaborate with sales to incorporate appropriate upsell and cross-sell components.
Identify expansion opportunities and provide a warm hand-off to Sales to pursue opportunities for upselling and cross-selling additional products/services to customers, driving revenue growth and maximizing customer lifetime value.