Customer Success Specialist

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

📋 Description

• Oversee proactive outreach and follow-up for a designated portfolio of clients

• Comprehend customer objectives, key stakeholders, workflows, adoption rates, outstanding issues, and future milestones

• Manage urgent customer concerns from initial contact to resolution in collaboration with the Manager, Support, and Support Team

• Ensure clarity regarding customer impact, internal accountability, next steps, and communications

• Act as a central coordination point for assigned clients and partners

• Organize meetings, monitor commitments, facilitate internal follow-ups, and deliver timely progress updates

• Detect adoption deficits, unresolved concerns, client sentiment, workflow obstacles, stakeholder issues, and broader use-case prospects

• Link retention threats and growth indicators to the Enterprise Relationship Manager or relevant commercial lead

• Maintain precise account and case records

• Collaborate with Support, Product, Engineering, Implementation, Billing, Operations, and other teams to enhance transitions and minimize recurring issues

⛳️ Requirements

• At least four (4) years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a comparable customer-facing position

• Capacity to manage multiple customers, cases, stakeholders, priorities, and deadlines while ensuring thorough documentation, organization, and follow-through

• Proven experience in coordinating complex or escalated customer issues across various teams, demonstrating sound judgment regarding urgency, customer impact, communication, and escalation timing

• Exceptional written and verbal communication abilities

• Skill in translating intricate customer or technical challenges into clear, concise, and actionable updates

• Practical knowledge of customer adoption, retention, renewal readiness, and growth indicators

• Familiarity with CRM, ticketing, customer success, project management, or collaboration tools

• Experience in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations is preferred

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• 401(k) with company match

• May be eligible for additional compensation such as bonuses or equity