Manager, athenaPayer Customer Success

athenahealth•Boston, MA

5d•Hybrid

About The Position

This role supports athenaPayer customers in achieving meaningful outcomes by aligning athenahealth solutions to their operational and business goals. The Manager, athenaPayer Customer Success, is responsible for managing and nurturing post‑sale customer relationships, identifying improvement and partnership opportunities, and coordinating resolution of complex issues. This role partners closely with internal teams and customer stakeholders to drive retention through value realization and satisfaction. This position follows a hybrid work model.

Requirements

Bachelor’s degree or equivalent practical experience
5+ years of experience in customer success, account management, consulting, operations, or a related field
Experience working with healthcare payers, including familiarity with clinical data exchange, interoperability, incentive program design, value-based care, reimbursement, or payer operations
Experience managing customer relationships and working with stakeholders across multiple levels
Strong communication skills, including the ability to present insights clearly
Experience using data to inform decisions and customer recommendations
Ability to collaborate effectively across cross-functional teams
Ability to manage multiple priorities in a structured, organized manner

Nice To Haves

Familiarity with CRM or customer success tools (e.g., Salesforce, Gainsight)
Experience facilitating discussions and resolving stakeholder challenges

Responsibilities

Manage relationships with assigned athenaPayer customers as the primary post-sale point of contact
Analyze customer performance, satisfaction, and operational challenges to identify risks and improvement opportunities
Develop and execute customer success plans aligned to payer-specific business goals and regulatory requirements
Coordinate with internal teams to address escalated issues and ensure timely resolution
Conduct business impact analyses and communicate findings and recommendations to customer stakeholders
Monitor indicators of customer risk and develop mitigation plans in partnership with internal teams
Facilitate regular operational reviews and strategic discussions with customer stakeholders
Promote adoption and effective use of athenahealth solutions
Identify opportunities for account growth and partner with sales colleagues to support expansion
Use AI-enabled tools in day-to-day workflows (e.g., analyzing trends, summarizing customer data, preparing insights) and validate outputs to support accurate, effective decision-making
Support prioritization of customer issues based on business impact
Contribute to internal documentation and knowledge sharing
Participate in cross-functional initiatives to improve customer experience
Maintain awareness of payer industry trends, including regulatory and reimbursement changes
Support onboarding or transition activities for customer accounts
Provide feedback to product and internal teams based on customer insights