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 overall customer well-being.

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

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

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

• Handle customer escalations from start to finish as the primary contact, coordinating with Product, Engineering, RCM, Support, and Sales teams.

• Actively identify risks and implement strategies to mitigate them.

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

• Recognize and manage opportunities for renewals and expansions.

• Ensure accurate account health and forecasting in Salesforce or a similar CRM system.

⛳️ Requirements

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

• Direct experience in supporting or delivering an EHR platform.

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

• Proven skills in escalation management, including handling executive-level situations.

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

• Technical proficiency and comfort with intricate workflows and data analysis.

• Exceptional communication and stakeholder management abilities.

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

• Experience assisting mid-market healthcare organizations is preferred.

• Familiarity with healthcare financial KPIs (AR days, denial rates, 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 your preferred manner—whether in-office, remote, or hybrid—within your country of employment.

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

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

• Generous and flexible time-off policy (FTO).

• Employee Stock Purchase Program.