Customer Success Manager

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

📋 Description

• Take charge of provider onboarding into the EMR system, ensuring successful orders, treatments, and essential activities within the first 30 days.

• Identify challenges during onboarding and transform them into enhancements for processes or system features.

• Monitor the time taken for the first booking and appointment, aiming to reduce the duration from onboarding to the first closed invoice.

• Maintain videos and documentation for current ProviderOS features, workflows, and processes.

• Enhance ProviderOS documentation along with related processes.

• Collaborate with support teams to refine generative AI responses and self-service help-center content.

• Act as the primary human point of contact for provider platform inquiries, escalations, requests, and non-development fixes.

• Arrange proactive check-ins with providers, identify issues, and evaluate the demand for new features.

• Communicate updates, changes, and known issues to providers.

• Conduct provider feedback loops through interviews, in-app feedback, surveys, and established channels.

• Analyze feedback, prioritize high-value opportunities, and maintain a deduplicated backlog of needs.

• Identify system, training, and process gaps, directing them to the appropriate responsible parties.

• Recognize recurring support issues and devise actionable solutions.

• Compile weekly reports covering bugs, impact analysis, regression signals, and early issue indicators.

• Follow up on fixes and notify providers when issues have been resolved.

• Collaborate with Product Design and Product Engineering to improve feature value and provider satisfaction.

• Participate in QA, UAT, and pre- and post-deployment smoke tests using actual provider workflows.

• Manage provider status and incident communications.

• Work with engineering on instrumentation and highlight critical themes.

• Enhance onboarding efficiency, provider time-to-value, ticket metrics, provider satisfaction, and overall provider effectiveness.

⛳️ Requirements

• Must reside within the United States.

• Availability from Monday to Friday, 9:00 AM to 5:00 PM ET.

• Minimum of 5 years of experience in customer success, product management, or a closely related field focused on customer relationships and product enhancement.

• 3 to 5 years of experience in a healthcare organization or with a healthcare-related product.

• Proven experience with enterprise platforms, including configuration adjustments, customer profile management, and basic troubleshooting.

• Proficient in utilizing tools like Claude to prototype experiences and synthesize data.

• Ability to leverage data and instrumentation to identify opportunities and present findings effectively.

• Excellent communication skills with a history of creating documentation that enhances customer experience.

• Familiarity with analytics and instrumentation tools such as Amplitude or Mixpanel.

• Experience in managing feature toggle systems like LaunchDarkly.

• Customer-first approach and capability to handle challenging user issues.

• Experience within the Zendesk ecosystem and collaboration on support workflows.

🏝️ Benefits

• Variable compensation of up to 10% linked to onboarding and time-to-first-invoice metrics.

• Fully remote work opportunity within the United States.

• Full-time W2 employment status.

• A reliable, quiet home workspace and a strong, dependable Wi-Fi connection are supported and required for remote work.