Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the reliable advisor and primary liaison for designated clinical practices utilizing the Osmind product and services.

• Promote product engagement, satisfaction, and retention by proactively identifying and addressing issues that hinder clinicians from effectively using the platform.

• Support clinicians and practice personnel in comprehending and enhancing workflows facilitated by Osmind's EHR and RCM tools.

• Work collaboratively across Product, Support, Implementation, and RCM teams to swiftly resolve issues and convey improvements back to clients.

• Provide customized training and enablement sessions to boost practice staff confidence and proficiency with the product.

• Spot opportunities to assist practices in expanding and optimizing their operations, including introducing treatment modalities or enhancing capacity utilization.

• Collect and communicate customer feedback to drive ongoing product improvements.

• Monitor and report tangible advancements in practice performance metrics, showcasing a clear return on the Osmind 360 investment within six months post-launch.

• Offer comprehensive reporting to the Customer Success Lead regarding the health and performance of assigned practices.

• Work independently, prioritizing tasks and managing time efficiently to fulfill client and company expectations.

⛳️ Requirements

• A minimum of 3-5 years of experience in customer success, account management, or implementation within a SaaS environment—experience in healthcare and/or EHR is preferred.

• Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems.

• A proven history in customer success, client relationship management, or practice consulting roles.

• Excellent communication skills with the capability to articulate complex operational concepts clearly to both clinical and administrative stakeholders.

• Proven ability to manage multiple clients or projects concurrently with minimal oversight.

• Proficiency in utilizing software platforms for communication, project management, and reporting purposes.

• Familiarity with Claude and other AI tools.

• A patient-first approach with a strong desire to enhance clinician workflows and patient outcomes.

• Experience in a startup environment.

• Knowledge of interventional psychiatry treatments (TMS, Spravato, ketamine therapy).

🏝️ Benefits

• Equity package for eligible employees.

• Healthcare coverage.

• Dental insurance.

• Vision insurance.

• Generous family leave policy.

• FSA/DCFSA options.

• Mental health benefits.

• 401(k) retirement plan.

• Flexible paid time off.