Job Description

Customer Success Manager (Healthcare, Customer Success, Remote/Hybrid) Job Overview

athenahealth is seeking a to help healthcare organizations achieve better outcomes by maximizing the value of its solutions. This role is responsible for post-sale success, driving customer satisfaction, product adoption, retention, and growth across a portfolio of accounts by partnering with customer stakeholders and internal teams to deliver measurable business impact.

• Directly impact healthcare organizations by maximizing the value of athenahealth solutions.
• Drive customer satisfaction, product adoption, retention, and growth across a dedicated portfolio.
• Collaborate cross-functionally with product, training, and support teams to ensure customer success.
• Opportunity to identify risks, implement mitigation strategies, and contribute to process improvements.

• An experienced professional with 3-5 years in customer success, client services, or healthcare operations.
• Someone adept at building and managing relationships with diverse customer stakeholders.
• A proactive individual who can identify risks and implement mitigation strategies.
• A data-driven problem-solver capable of translating insights into actionable recommendations.
• A collaborative team player comfortable working in a dynamic environment with changing priorities.

• Manage a portfolio of Small Group and Group customers, supporting their success and growth.
• Build and manage relationships with assigned customers to understand business goals.
• Develop and maintain success plans aligned with customer priorities and performance objectives.
• Partner with internal teams to ensure customers achieve value from solutions.
• Conduct regular performance reviews with customer stakeholders to track progress.
• Monitor customer performance using benchmarks and data insights.
• Identify risks to customer satisfaction or retention and implement mitigation strategies.
• Support product adoption and readiness for new features and enhancements.

• Bachelor's degree or equivalent experience.
• 3-5 years of experience in customer success, client services, or healthcare operations.
• Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR) preferred.
• Demonstrated ability to manage multiple customer relationships simultaneously.
• Experience communicating with and influencing stakeholders at multiple levels, including leadership.
• Ability to analyze data and translate insights into actionable recommendations.
• Experience working cross-functionally in a collaborative environment.
• Familiarity with healthcare specialties (e.g., primary care, behavioral health) preferred.
• Strong organizational skills with the ability to prioritize and manage competing demands.
• Comfort working in a dynamic environment with changing priorities.

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