Customer Success Lead — Physician Enterprise

Hallmark: Healthcare's Workforce Operating System; Dallas (TX); On-site; USD 71,000 - 78,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Employee Premiums Covered by HHCS 100%

Company Cost Share for Dependents Enro

HSAs $3000 Annual Contribution

Unlimited Paid Time Off

Pre-Tax and Roth 401(K)

On-Site Gym

Free Parking

Provided Lunches 3 Times per Week

Job summary

Hallmark Health Care Solutions, Inc. is seeking a Customer Success Manager to lead post-go-live support for the Physician Enterprise Suite in the Dallas Office. You will own client relationships, coach the team, and resolve complex compensation, data, reporting, and configuration issues.

You’ll supervise a team, coordinate cross-functional work, and ensure accurate documentation, reporting, and proactive health-risk management to maximize client satisfaction and renewal readiness.

Qualifications

• 5+ years of experience in customer success, client support or implementation in the provider compensation or healthcare finance space.
• Experience supervising, coaching or leading team members.
• Strong understanding of provider compensation methodologies, data validation, reporting, and calculation processes.

Responsibilities

• Develop and maintain a complete understanding of the Physician Enterprise solutions, including system functionality, data flows, reporting, configuration, and calculation logic.
• Supervise, coach, and support Customer Success Specialists, providing guidance on prioritization, issue resolution, client communication, and performance.
• Manage the transition and handoff of clients from Implementation to Customer Success, ensuring all requirements, configurations, documentation, and outstanding issues are clearly communicated.
• Provide hands-on support by troubleshooting client-reported issues related to provider compensation calculations, data accuracy, reporting, and system configuration.
• Investigate discrepancies, validate data and calculation results, perform root cause analysis, and recommend corrective and preventive solutions.
• Monitor team workloads, support request volumes, issue aging, and compliance with established service-level agreements.
• Build and maintain strong relationships with client stakeholders and lead regular client check-ins and operational reviews.
• Coordinate with Project Management, Business Analysis, Product, Engineering, Quality Assurance, and Implementation teams to resolve complex issues.
• Participate in User Acceptance Testing, regression testing, release validation, and post-release support.
• Ensure support cases, client decisions, project plans, resolutions, and recurring issues are documented accurately and timely.
• Identify customer health risks, recurring issues, and process improvement opportunities, and take proactive action to prevent escalations.
• Support customer satisfaction, retention, and renewal readiness through proactive engagement and effective issue management.

Skills

Customer Success

Leadership

Data analysis

Healthcare finance

Excel

CRM systems

Education

Bachelor's degree in Business or related field

Tools

CRM systems

Job description

Hallmark Health Care Solutions, Inc. is seeking a Customer Success Manager to lead post-go-live support for the Physician Enterprise Suite in the Dallas Office. You will own client relationships, coach the team, and resolve complex compensation, data, reporting, and configuration issues.

You’ll supervise a team, coordinate cross-functional work, and ensure accurate documentation, reporting, and proactive health-risk management to maximize client satisfaction and renewal readiness.