Senior Customer Success Manager - Dental

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

📋 Description

• Oversee a portfolio of Small Group and Group clients utilizing the athenahealth platform

• Foster and manage client relationships to align with business objectives and achieve successful results

• Create and sustain customer success plans

• Collaborate with product, training, support, and other internal teams to enhance customer value

• Conduct regular performance evaluations with client stakeholders

• Track customer performance through benchmarks and data insights

• Suggest improvements in workflows or configurations

• Ensure consistent communication with customers

• Recognize customer satisfaction or retention risks and implement strategies to mitigate them

• Promote product adoption and preparedness for new features and enhancements

• Detect growth and expansion opportunities alongside account teams

• Incorporate AI-driven tools and insights into workflows while analyzing customer performance trends

• Travel up to 20% annually as required for client engagements

• Facilitate connections between clients and athenahealth resources

• Provide updates on product changes and roadmap enhancements

• Support customer feedback initiatives and community programs

• Apply knowledge of healthcare industry trends to client operations

• Coordinate cross-functional efforts to address customer challenges

• Record customer interactions, plans, and progress in internal systems

• Contribute to enhancements in customer experience processes

⛳️ Requirements

• Bachelor’s degree or equivalent experience

• 3–5 years of experience in customer success, client services, healthcare operations, or a related field

• Preference for experience with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR)

• Proven ability to manage multiple client relationships concurrently

• Experience in communicating with and influencing stakeholders at various levels, including leadership

• Ability to analyze data and convert insights into actionable recommendations

• Experience working collaboratively in a cross-functional environment

• Familiarity with healthcare specialties is preferred

• Strong organizational skills with the capability to prioritize and handle competing demands

• Adaptability to work in a dynamic environment with shifting priorities

🏝️ Benefits

• Annual discretionary bonus plan, variable compensation plan, and equity plans (subject to role eligibility)

• Comprehensive health and financial benefits

• Commuter assistance

• Employee assistance programs

• Tuition reimbursement

• Employee resource groups

• Collaborative workspaces

• Flexible work arrangements and support for work-life balance

• Book clubs

• External speakers

• Hackathons

• Learning-oriented company culture

• Supportive team engagement

• Inclusive workplace environment