Customer Success Specialist

AdvancedMD•South Jordan, UT

2h•Hybrid

About The Position

AdvancedMD is seeking an ambitious, client-focused Customer Success Specialist to join our Customer Success & Adoption Team. The Customer Success Specialist (CSM) will serve as the primary strategic liaison between AdvancedMD and its live clients, owning long-term satisfaction, retention, and growth by aligning our products and services with each client's unique business goals. AdvancedMD is driven by client success and engages unique talents and perspectives, welcoming ideas on how to do things differently and better. The company supports employees in their efforts to achieve, learn, and grow. This role is for proactive, strategic team players who thrive in a collaborative environment and are passionate about delivering exceptional client experiences.

Requirements

Bachelor's degree in a related field or equivalent experience
2+ years of experience in customer success, account management, or a client-facing role
4+ years of experience in the Healthcare IT industry
Project management skills with the ability to manage client relationships and serve as a trusted strategic advisor
Strong written and oral communication skills with the ability to translate technical concepts into business terms
Experience with CRM tools for account tracking and activity documentation
Organized and detail-oriented with the ability to manage multiple accounts simultaneously
Ability to prioritize effectively and handle shifting priorities professionally
Personal track record of being thorough, courteous, and responsive in client service

Nice To Haves

4+ years of experience in account management, client success, or a strategic client-facing role
Experience in healthcare IT, EHR/practice management software, or medical billing
Familiarity with AdvancedMD platform workflows including PM, EHR, and revenue cycle management
PMP Certification
Excellent verbal and written communication skills with a strong emphasis on active listening
Ability to analyze information and use logic to address client issues and drive solutions
Ability to work independently and as a contributing collaborator within a team
Self-starter with the ability to organize work for maximum efficiency

Responsibilities

Serve as the primary strategic point of contact and internal advocate for a portfolio of live AdvancedMD clients, building trusted long-term relationships
Conduct scheduled Strategic Partner Reviews (SPRs) to evaluate client health, review platform utilization, discuss goals, and identify new opportunities
Monitor open cases, issues, and escalations; coordinate with internal teams — Support, Billing, Implementation, and Product — to ensure timely and satisfactory resolution
Collaborate with clients and the sales team to identify and support service change requests, new provider additions, and contract or pricing clarifications
Proactively identify at-risk clients and develop targeted retention strategies in partnership with cross-functional stakeholders
Communicate new product releases, feature enhancements, and FAQs to clients to drive adoption and maximize platform value
Facilitate cross-departmental meetings as needed to address complex client needs and ensure alignment across all relevant AdvancedMD teams
Identify upsell and cross-sell opportunities and collaborate with the sales team to drive expansion within the account base
Guide clients on best practices for utilizing App Services for provider management, new subkeys, and purchased modules
Assist in the development of client success playbooks and internal processes
Perform other duties as needed and directed by leadership