Customer Success Manager, EHR

ContinuumCloud, LLC; United States; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance options

401k with company match

Life, AD&D, Disability insurance

Flexible PTO

11 paid holidays

Job summary

ContinuumCloud is seeking a Customer Success Manager to build and maintain strong service relationships with behavioral health and human services clients using our Welligent EHR platform. You will guide customers from adoption to value realization and long-term retention.

Reporting to the Manager of Customer Success, you will document customer profiles in our CRM, create engagement strategies, and lead product training to ensure renewals and expansion.

Qualifications

• Experience as a client relations/CSM role in SaaS or EHR is expected.
• Proven ability to retain customers and grow revenue over time.
• Strong communication, empathy, and active listening skills.
• Willingness to travel up to 50% for client engagements.
• Proficient with CRM systems and MS Office/Teams.

Responsibilities

• Build relationships with key stakeholders to drive adoption and renewals.
• Advise customers on best practices to realize business value with EHR.
• Meet with customers regularly, including travel, to ensure success.
• Serve as primary contact and advocate for customers.
• Assist sales with up-sell/cross-sell opportunities.
• Support regional user groups and cross-customer connections.
• Provide insights on product feature needs to the product team.
• Set renewal targets and work to achieve them.
• Perform other duties as assigned.

Skills

Client relations

Revenue retention

SaaS support

EHR industry knowledge

Excellent communicator

Travel ready

CRM proficiency

Attention to detail

Problem-solving

MS Office/Teams

Education

BSc/BA degree

Tools

CRM tools

MS Office/Teams

Job description

We are hiring a Customer Success Manager to develop and maintain strong service relationships with behavioral health and human services customers utilizing our electronic health record platform. You will move customers from recovery and stabilization to proactive value realization, EHR adoption, and long-term retention.Successfully candidates are experienced in executing customer-appropriate account plans and service motions, while also driving internal prioritization of key customer issues.The customer success manager will accurately document customer profile information in our CRM and will create engagement strategies with our Welligent EHR customers.CSMs create and nurture long-term relationships through product training, bests practices strategies, and customer service.

In this role, you should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. Reporting to our Manager of Customer Success, your goal will be to help us safeguard our revenue and retain our clients.

This role is remote, but requires a candidate to be located in the mainland US, and able to travel 50% of time.

Who We Are:

ContinuumCloud offers a spectrum of cloud-based software solutions designed to meet the unique needs of the behavioral health and human services industry. These solutions include an EHR platform, powered by Welligent, an HR & Payroll system, powered by DATIS HR Cloud, as well as a Patient Engagement Platform, powered by CaredFor. Through these offerings, ContinuumCloud empowers organizations to provide high-quality care and deliver on their mission.

How you’ll make an impact:

• Build relationships with key stakeholders to ensure successful adoption of our EHR and ongoing renewals of licensed solutions
• Proactively advise customers on best practices and successful strategies for realizing their business results with ourEHR
• Meet with customers regularly (including travel) to maintain relationships and drive their success with the Welligent platform
• Serve as customer’s point of contact and advocate
• Assist sales team up-sell or cross-sell services and products
• Support regional user groups and cross-customer connections
• Understand our competitive landscape and provide regular insights into product feature needs to our product management team
• Set renewal targets and work diligently to meet them
• Other duties as assigned

What you bring to the role:

• Previous experience as a Client Relations Manager
• Proven track record of retaining customers and growing revenue
• Background in customer service in the SaaS and EHR industries
• Active listener with empathy for customers and a strong work ethic
• Comfortable with customer travel
• Effective verbal and written communicator
• Proactive, independent, and accountable problem-solver
• Follow through on commitments with strong attention to detail
• BSc/BA in Business Administration, Information Systems, Social Work/Human Services or related fields
• Proficient in MS Office, Teams, with a working knowledge of CRM tools

Benefits and Advantages:

We care about the health and well-being of our team. We provide a comprehensive benefits package including:

• Multiple medical insurance options
• 401k plan with company match
• Company-funded Life, AD&D, and Disability Insurances
• Flexible PTO program and 11 paid Company holidays

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.