Customer Success Manager - Enterprise

athenahealth; Myrtle Point (OR); Remote; USD 80,000 - 100,000; Full time

Job summary

A healthcare technology firm is seeking a Customer Success Manager to build and manage effective relationships with clients. The role involves ensuring customer satisfaction, leveraging revenue cycle knowledge, and collaborating with various internal teams. Ideal candidates will have extensive experience in healthcare and strong communication skills. This position offers opportunities for career advancement and a supportive team culture.

Benefits

Commuter support

Collaborative workspaces

Dog-friendly offices

Qualifications

• 5-7 years of professional experience, preferably in healthcare revenue cycle.
• Strong communication skills with the ability to navigate conflict.
• Ability to work independently and within a cross-functional team.

Responsibilities

• Ensure customer satisfaction and retention within assigned accounts.
• Build relationships with client operational leadership.
• Collaborate with teams to solve customer issues.

Skills

Client relationship management

Problem-solving mindset

Revenue cycle knowledge

Executive-level communication

Education

Bachelor’s degree

Tools

Salesforce

Gainsight

Job description

Customer Success Manager - Enterprise Service Tier

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are looking for a Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with one of our largest healthcare clients. You will be part of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of your customers by establishing yourself as a trusted, knowledgeable advisor and business partner for their operational leadership.

The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case. Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas. We are a teaching and learning culture focused on making our customers successful. You will have assignments which stretch your capabilities, assignments that showcase your strengths, and assignments where you mentor others. For this particular role, we are seeking a CSM with deep revenue cycle knowledge to work with our largest customers and partner with their CSM colleagues to drive revenue cycle improvement and optimization with their assigned customers. Career advancement opportunities could include Sr Manager roles on any accounts within Enterprise or another Service Tier, or leveraging your deep expertise in our Operations or Product organizations.

The Team: The Enterprise CSM team works with our largest customers. As a Manager on this team, you will be supporting one of our largest and most innovative clients.

Job Responsibilities

• Ensure customer satisfaction and retention within assigned book of accounts
• Effectively network and build trusting relationships with client operational leadership including conducting performance review sessions with clients to review practice performance and map business goals to identified value-driver’s framework
• Work with teams across athena to solve issues and address challenges to improve the effectiveness of the athena solution for your customer.
• Tailor a long-term success plan for each client that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the client is successful
• Assess and prioritize issues that may lead to client attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place
• Collaborate with, learn from, and mentor fellow CSMs and extended team members to drive ongoing improvement in athena’s ability to drive customer success.

Typical Qualifications

• Bachelor’s degree preferred
• 5-7 years of professional experience, including working knowledge of healthcare revenue cycle service or operations role
• Executive-level communication and interpersonal skills and the ability to effectively navigate conflict
• Strong working knowledge of Salesforce and Gainsight is a plus
• Ability to work independently and as a member of an extended, cross-functional team

About athenahealth

• Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
• Our Location: This role will be based remotely or in any of our U.S offices
• Our Culture: At athenahealth, our employees (or “athenistas”) are committed to making healthcare smarter. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you.
• Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices.

For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:

California: https://www.athenahealth.com/salary-range/ca-nontech-manager

Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager

New York: https://www.athenahealth.com/salary-range/ny-nontech-manager

Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity