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 our EHR platform, covering clinical, operational, RCM, and payment workflows.

• 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 full ownership of customer escalations, acting as the primary point of contact and collaborating with Product, Engineering, RCM, Support, and Sales teams.

• Proactively recognize potential risks and execute mitigation strategies.

• Conduct Business Reviews centered on usage, workflow efficiency, and financial performance.

• Spot and manage opportunities for renewal and expansion.

• Ensure accurate account health and forecasting in Salesforce (or equivalent CRM).

⛳️ Requirements

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

• Hands-on experience in supporting or delivering an EHR platform.

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

• Demonstrated proficiency in escalation management, including handling executive-level situations.

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

• Technical aptitude and comfort with delving into workflows and data.

• Exceptional communication and stakeholder management abilities.

• Preferred experience in healthcare billing, claims, or practice operations.

• Background in supporting mid-market healthcare organizations.

• Familiarity with healthcare financial KPIs (AR days, denial rates, collections).

• Experience with Salesforce and Customer Success tools.

🏝️ Benefits

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

• Ongoing investment in your professional development.

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

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

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

• Employee Stock Purchase Program.