Customer Success Executive

PatientPoint®

Salt Lake City (UT)

Hybrid

USD 70,000 - 110,000

Full time

17 hours ago

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Benefits offered by this job

Competitive compensation

Hybrid work options

Flexible time off

Mental health resources

401K plan

Job summary

PatientPoint® in the United States is seeking a Customer Success Executive to ensure customers maximize value from our digital health solutions. You will manage onboarding, drive activation, and partner with offices to optimize their experience and adoption.

As the trusted advisor, you’ll monitor health of accounts, address issues, and collaborate cross-functionally to escalate and resolve complex problems, with a focus on retention and growth.

Qualifications

Proven ability to manage customer relationships with a solution-focused mindset.
Strong problem-solving and communication skills with technical aptitude.
Experience in customer success, account management or related role.
Able to manage multiple priorities while maintaining quality.

Responsibilities

Manage onboarding through implementation and ensure timely issue resolution.
Troubleshoot hardware and software issues using training and resources.
Train customers and drive product adoption to maximize value.
Act as trusted advisor and build relationships with providers.
Monitor account health, usage trends, and identify retention risks.
Collaborate with sales, technical support, product, and operations to resolve complex issues.
Lead proactive cadence calls to demonstrate value and future opportunities.
Share customer insights to drive product and process improvements.

Skills

Customer relationships

Problem-solving

Communication skills

Customer success experience

Multitasking

Growth mindset

Tools

Salesforce

Job description

Join PatientPoint to be part of a dynamic team creating change in and around the doctor’s office. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide.

Job Summary:

The Customer Success Executive ensures customers get the most from our products, manages all aspects of service from setup to troubleshooting, and promotes engagement and retention. As the primary customer advocate, Customer Success Executive partners with provider offices to understand their needs, optimize their experience, and identify opportunities to expand value.

What You’ll Do:

Manage the complete service and connectivity device lifecycle, from onboarding through implementation, ensuring smooth operation and timely resolution of issues.
Troubleshoot and resolve hardware and software issues by applying training, resources, and logical problem-solving skills.
Accountable for product training and adoption by proactively engaging customers to drive full and effective use of product feature and functionality. This requires determining the optimal training method for each office and ensuring successful implementation.
Serve as the customer’s trusted advisor, building strong relationships and delivering an exceptional customer experience at every touchpoint.
Monitor account health, usage trends, and feedback to identify risks to retention and opportunities for growth.
Partner cross-functionally with internal teams (sales, technical support, product, operations) to **escalate** and resolve complex issues.
Lead Proactive Cadence Calls and other strategic customer conversations to highlight value, outcomes, and future opportunities.
Contribute to continuous improvement by sharing customer insights and recommending enhancements to products and processes.

What We Need:

Proven ability to manage customer relationships with a solution-oriented and customer-first mindset.
Strong critical thinking and problem-solving skills; comfortable learning and applying technical knowledge through training.
Excellent communication skills, with the ability to tailor messaging to end users, office managers, and executives.
Experience in customer success, account management, or related customer-facing role preferred.
Ability to independently manage multiple priorities, remain calm under pressure, and deliver timely results.
A passion for driving customer engagement, retention, and growth.

What You’ll Need to Be Successful:

Service-oriented with a strong sense of ownership and accountability.
Naturally curious, eager to learn, and adaptable in fast-changing environments.
Ability to simplify complex issues and explain solutions in clear, approachable language.
Strong organizational skills with attention to detail and follow-through.
Proficiency with CRM and customer success tools (e.g., Salesforce) a plus.
Collaborative mindset with the ability to work effectively across teams and influence without direct authority.
Entrepreneurial spirit with a proactive approach to identifying opportunities for improvement and growth.
Demonstrated ability to balance empathy with driving business outcomes.

About PatientPoint:

PatientPoint® is the Point of Change company, transforming the healthcare experience through the strategic delivery ofbehavior-changing content at critical moments of care. As the nation’s largest and most impactful digital network in 30,000 physician offices, we connect patients, providers and healthbrands with relevant information that is proven to drivehealthier decisions and better outcomes. Learn more atpatientpoint.com.