Customer Success Manager

Offline; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Osmind is seeking a Customer Success Manager to be the primary contact for clinical practices using our EHR and RCM solutions. You will drive adoption, ensure satisfaction, and proactively prevent churn while helping customers realize the full value of Osmind's platform.

In this individual contributor role, you will collaborate with Product, Support, Implementation, and RCM teams, deliver training, track outcomes, and identify opportunities to expand usage as practices grow, with autonomy and

Qualifications

• Minimum 3-5 years' experience in customer success, account management, or implementation at a SaaS company - healthcare and/or EHR experience preferred.
• Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems.
• Proven track record in customer success, client relationship management, or practice consulting roles.
• Strong communication skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders.
• Demonstrated ability to handle multiple clients or projects simultaneously with minimal supervision.
• Proficiency in using software platforms for communication, project management, and reporting.
• Familiarity with Claude and other AI tooling.
• A patient-first mindset with a passion for improving clinician workflows and patient outcomes.

Responsibilities

• Serve as the trusted advisor and main point of contact for assigned clinical practices using the Osmind product and services.
• Drive product adoption, satisfaction, and retention by proactively identifying and resolving issues that get in the way of clinicians using the platform effectively.
• Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
• Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to resolve issues promptly and communicate improvements back to customers.
• Deliver tailored training and enablement sessions to build practice staff confidence and product fluency.
• Identify opportunities to help practices expand and optimize their business - for example, adding a new treatment modality (TMS, Spravato, ketamine) or improving capacity utilization.
• Gather and relay customer feedback to inform continuous product enhancement.
• Track and report concrete improvements in practice performance metrics, demonstrating clear return on Osmind 360 investment within 6 months post go-live.
• Provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
• Operate autonomously, prioritizing workload and managing time effectively to meet client and company expectations.

Job description

Overview of the Role:

As a Customer Success Manager, you'll be the primary point of contact between our clinicians and Osmind, ensuring practices adopt and consistently use our EHR and RCM technology and services the way it's designed to be used. Your focus is on keeping customers happy, healthy, and engaged with the platform - proactively solving problems before they become churn risks, and making sure clinicians can focus on patient care. You'll also help practices see the fuller picture of what's possible with Osmind, spotting opportunities for them to expand their use of our offerings as their business grows. This individual contributor role requires exceptional communication and relationship management skills, a strong understanding of practice operations, and the ability to work independently with guidance from the Customer Success Lead.

What you’ll do

• Serve as the trusted advisor and main point of contact for assigned clinical practices using the Osmind product and services.
• Drive product adoption, satisfaction, and retention by proactively identifying and resolving issues that get in the way of clinicians using the platform effectively.
• Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
• Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to resolve issues promptly and communicate improvements back to customers.
• Deliver tailored training and enablement sessions to build practice staff confidence and product fluency.
• Identify opportunities to help practices expand and optimize their business - for example, adding a new treatment modality (TMS, Spravato, ketamine) or improving capacity utilization.
• Gather and relay customer feedback to inform continuous product enhancement.
• Track and report concrete improvements in practice performance metrics, demonstrating clear return on Osmind 360 investment within 6 months post go-live.
• Provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
• Operate autonomously, prioritizing workload and managing time effectively to meet client and company expectations.

Required Experience:

• Minimum 3-5 years' experience in customer success, account management, or implementation at a SaaS company - healthcare and/or EHR experience preferred.
• Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems.
• Proven track record in customer success, client relationship management, or practice consulting roles.
• Strong communication skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders.
• Demonstrated ability to handle multiple clients or projects simultaneously with minimal supervision.
• Proficiency in using software platforms for communication, project management, and reporting.
• Familiarity with Claude and other AI tooling.
• A patient-first mindset with a passion for improving clinician workflows and patient outcomes.

Nice to haves

• Startup experience.
• Familiarity with interventional psychiatry treatments (TMS, Spravato, ketamine therapy).

$90,000 - $140,000 a year

The reasonably estimated national salary range for this position is between $90000 and $140000 annually, plus an equity package for eligible employees. Actual compensation will be commensurate with the candidate's experience and local cost of labor. In addition, Osmind offers a wide range of comprehensive and inclusive employee benefits, including healthcare, dental, vision, generous family leave, FSA/DCFSA, mental health benefits, a 401(k) plan, and flexible paid time off.