Mid-Market Customer Success Manager

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

📋 Description

• Manage a portfolio of mid-market healthcare clients, responsible for retention, growth, and customer wellbeing.

• Cultivate in-depth knowledge of the EHR platform, encompassing clinical, operational, RCM, and payments processes.

• Facilitate consultative, workflow-oriented discussions to evaluate needs, pinpoint gaps, and suggest best practices.

• Promote adoption and optimization linked to quantifiable business and financial results.

• Take ownership of customer escalations from start to finish, collaborating with Product, Engineering, RCM, Support, and Sales teams.

• Proactively detect risks and execute mitigation strategies.

• Conduct Business Reviews concentrating on usage, workflow efficiency, and financial outcomes.

• Recognize and oversee renewal and expansion possibilities.

• Keep precise account health and forecasting data in Salesforce or a comparable CRM system.

• Travel to the Corporate Headquarters in Denver, Colorado, or other office locations across North America as necessary.

⛳️ Requirements

• 4–7 years of experience in Customer Success, Account Management, Healthcare Consulting, Implementation, or Support.

• Direct experience in supporting or delivering an EHR platform.

• Strong understanding of EHR, RCM, and healthcare payments workflows.

• Demonstrated expertise in managing escalations, including situations at the executive level.

• Excellent cross-functional collaboration skills and the ability to influence without direct authority.

• Technical proficiency and comfort in delving into workflows and data.

• Outstanding communication and stakeholder management abilities.

• Background in healthcare billing, claims, or practice operations is preferred.

• Experience in supporting mid-market healthcare organizations is preferred.

• Familiarity with healthcare financial KPIs, such as AR days, denial rates, and collections is preferred.

• Experience with Salesforce and Customer Success tools is preferred.

• Must be eligible to work without requiring sponsorship.

🏝️ Benefits

• Flexibility to work in the manner you choose – in-office, remote, or hybrid – within your country of employment.

• Immediate access to comprehensive health and wellness benefits, including an annual wellness stipend from Day 1.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous time-off policy (FTO).

• Employee Stock Purchase Program.