Manager of Customer Success

Waystar • Lehi, UT

21d

About The Position

We are looking for a dedicated Manager, Customer Success to lead and develop a team of Customer Success Managers (CSMs). This role focuses on day-to-day people management, team development, and ensuring our clients realize maximum value from Waystar’s solutions. The Manager, Customer Success reports to the Director of Customer Success and plays a key role in coaching new team members, maintaining strong client relationships, and partnering cross-functionally to deliver an exceptional client experience.

Requirements

• Bachelor’s degree in business, healthcare, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a related client-facing role in a technology/SaaS environment, with at least 1–2 years of people leadership experience preferred (direct or indirect).
• Proven ability to coach and develop high-performing team members.
• Strong understanding of customer success best practices, client lifecycle management, and value delivery.
• Excellent EQ, executive presence, communication, presentation, and relationship-building skills.
• Ability to manage multiple priorities and support team members across complex accounts.
• Experience using Salesforce, Gainsight, and MS Office Suite (PowerPoint, Word, Excel).
• Strong problem-solving skills with a proactive approach to identifying and addressing issues.
• Passion for healthcare and making a positive impact through technology.
• Ability to travel up to 30% as needed.

Nice To Haves

• Experience working with EHRs, revenue cycle, clinical workflows or healthcare analytics
• Background in change management or consulting in healthcare setting

Responsibilities

• Directly manage our Customer Success Managers, providing coaching, support, and guidance to ensure high performance and professional growth.
• Maintain and manage a personal book of business, fostering strong relationships with assigned clients and ensuring they achieve their desired outcomes with Iodine’s solutions.
• Oversee daily operations and support the team in managing client relationships, renewals, adoption, and expansion opportunities.
• Act as a point of escalation for client issues and assist CSMs in developing solutions and action plans.
• Support CSMs in strategic account planning and client meetings as needed to ensure alignment with client goals.
• Develop and deliver team goals, set clear expectations, and hold team members accountable to performance standards.
• Collaborate with the Director of Customer Success and other leaders to share insights and identify process improvements.
• Assist with departmental projects across the Customer Success organization and larger organizational efforts
• Advocate for customer needs internally and influence product enhancements or feature development based on client feedback.
• Partner cross-functionally with Implementation, Support, Clinical, and Product teams to ensure smooth client experience.
• Foster a positive, collaborative team culture that aligns with Iodine’s values and the OneIodine mindset.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Manager