Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +44 more states.

📋 Description

• Oversee the overall health, retention, and expansion of the Company’s direct client portfolio.

• Enhance client satisfaction and retention, representing the client's voice while fostering enduring relationships.

• Drive revenue growth within the current client base by aligning products and services with client requirements.

• Act as a trusted advisor to client leadership and nurture relationships at the decision-making level.

• Organize regular client meetings and undertake on-site visits when necessary.

• Lead all client calls and coordinate comprehensive communication strategies for clients.

• Collaborate with Support, Enrollment, and Professional Services on client concerns and escalations.

• Align product roadmaps with client requirements and convey roadmap directions to clients.

• Develop and implement retention strategies and recovery plans for accounts at risk.

• Oversee the NPS program, ensuring accuracy in contact information, survey distribution, follow-up, and action tracking.

• Carry and achieve an assigned growth target.

• Recommend additional products and value-added solutions while managing the entire back-to-base sales cycle from discovery to closure.

• Negotiate fees, contracts, renewals, and price adjustments.

• Manage new provider addition requests, including forms, pricing, and the transition to finance.

• Assist with accounts receivable and collections tasks, including invoice disputes, credit requests, and account shutdown approvals.

• Conduct recurring invoice audits, contract evaluations, and account profitability assessments.

• Maintain the Customer Face Sheet and Dynamics records.

• Integrate approved AI tools such as Claude and Copilot into daily operations.

• Communicate product release updates and promote the adoption of new functionalities.

• Complete administrative tasks and participate in meetings, business reviews, and training sessions.

• Travel for on-site client visits, trade shows, user conferences, team meetings, sales kickoffs, and training events.

⛳️ Requirements

• At least three years of experience in healthcare; any healthcare setting is acceptable, including provider practices, hospitals or health systems, billing or revenue cycle, payers, healthcare IT or software, or healthcare services.

• A minimum of three years in a client-facing role such as client success, account management, sales, implementation, or support.

• Excellent written and verbal communication skills, with a comfort level in presenting to practice managers, physicians, and executive stakeholders.

• Proficiency in Excel, PowerPoint, Word, and Outlook.

• Working knowledge of AI tools in a professional context, with the ability to articulate specific applications and their outcomes.

• Capacity to work independently in a remote setting and manage a large, distributed portfolio of clients.

• Ability to create processes, documentation, and SOPs autonomously.

• Outstanding follow-through skills, combined with a strong internal motivation to deliver high-quality work and achieve exceptional results.

• Travel is necessary and will vary by quarter; anticipate approximately 20–30% travel commitment.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 3 weeks of vacation plus 5 personal days for relaxation.

• Employee stock ownership program.

• RRSP program.

• 401K.

• World-class career development programs.

• Casual work environment.

• Opportunities for learning.

• Award-winning company culture.

• A culture that promotes growth.

• Commitment to sustainability.