Senior Enterprise Customer Success Manager

Adonis.io•New York City, NY

2d•$150,000 - $175,000•Hybrid

About The Position

Adonis is the leading AI Orchestration platform for healthcare payments, purpose-built for healthcare organizations seeking to transform their revenue operations. Adonis is headquartered in New York City, and raised $31 million in Series B financing in 2024. Our mission is to maximize revenue outcomes that enable healthcare providers to deliver the highest form of clinical care. Traditional Revenue Cycle Management processes often struggle with inefficiencies, costing providers up to 15% or more of their potential revenue. Adonis addresses these challenges by leveraging advanced automation, data science, and AI to create the infrastructure that RCM teams need to detect vulnerabilities, optimize workflows, and deploy precise solutions that drive reliable and scalable financial outcomes. Whether identifying issues before they escalate, recommending tailored resolutions, or automating the deployment of those resolutions, Adonis creates a seamless, future-proofed approach to RCM. What You'll Do Strategic Partnership: Take ownership of a book of business composed of large Enterprise Health Organizations with minimal supervision, driving success for both the customer and the company. Deeply understand the customers’ business and partner with them to help them reach and exceed their strategic goals. Own everything customer related, collaborating with Executive Sponsors to plan and drive towards those goals, VP’s of RCM to help with change management and moving RCM metrics, and conducting desk sides with RCM operators, deeply understanding their workflows and pain points. Drive Time to Value: Improve internal playbooks and processes to increase time to value for customers. Partner with product to accelerate getting customers to their “aha” moment through the implementation of AI powered workflows. Influence Roadmap: Work closely with product and engineering to distill customer product feedback across your entire book of business and influence the product roadmap. Communicate effectively to ensure all themes and pain points are addressed and documented. Account Growth: Identify expansion opportunities within your customer portfolio and partner with the internal go-to-market team to close additional revenue opportunities. This includes identifying new RCM use cases, selling new workflow capabilities, or expanding the number of existing AI Agents a customer uses. You're responsible for driving NRR, logo retention, and expansion revenue. RCM Expertise: Become an expert in Revenue Cycle Management in order to best support your customers and act as a strategic advisor to them, not just an Adonis product expert.

Requirements

6+ years of experience working directly with Enterprise customers, quickly learning their business and helping solve their most important problems.
You’ve demonstrated that you can advise customers on improving their business and not just execute on product needs.
Proven ability to manage and grow relationships with complex, demanding, and high-stakes enterprise customers, addressing challenges with a solutions-oriented and proactive approach.
Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal.
Previous experience with B2B Healthcare SaaS and/or Revenue Cycle Management.
Be a thought leader on customer workflows and value creation to external and internal stakeholders.
Exceptional communication skills.
Understand what needs to be done when and by who.
Be proactive with customers and anticipate challenges before they arise.
Know how to work cross-functionally internally in order to drive outcomes for customers.
Strong analytical skills - comfortable with running basic financial analysis in Excel and presenting results to a customer or internally.
Strong storytelling skills.
You aren’t afraid to put together a slide deck to tell the story of where a customer has been and where they should be going.

Nice To Haves

Experience mentoring or guiding other CSMs or team members is a plus.

Responsibilities

Strategic Partnership: Take ownership of a book of business composed of large Enterprise Health Organizations with minimal supervision, driving success for both the customer and the company.
Deeply understand the customers’ business and partner with them to help them reach and exceed their strategic goals.
Own everything customer related, collaborating with Executive Sponsors to plan and drive towards those goals, VP’s of RCM to help with change management and moving RCM metrics, and conducting desk sides with RCM operators, deeply understanding their workflows and pain points.
Drive Time to Value: Improve internal playbooks and processes to increase time to value for customers.
Partner with product to accelerate getting customers to their “aha” moment through the implementation of AI powered workflows.
Influence Roadmap: Work closely with product and engineering to distill customer product feedback across your entire book of business and influence the product roadmap.
Communicate effectively to ensure all themes and pain points are addressed and documented.
Account Growth: Identify expansion opportunities within your customer portfolio and partner with the internal go-to-market team to close additional revenue opportunities.
This includes identifying new RCM use cases, selling new workflow capabilities, or expanding the number of existing AI Agents a customer uses.
You're responsible for driving NRR, logo retention, and expansion revenue.
RCM Expertise: Become an expert in Revenue Cycle Management in order to best support your customers and act as a strategic advisor to them, not just an Adonis product expert.

Benefits

Competitive Equity Packages
Employer paid medical insurance
Employer paid dental insurance
Employer paid vision insurance
Employer funded HSA
Parental Leave
Commuter Benefits
Office Lunches Everyday
Office Snacks
Generous PTO
Located in 3 World Trade Center with easy access to all trains and the path, and amazing views of the city