Customer Success Specialist

AdvancedMD; Salt Lake City (UT); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health, dental, and vision insurance

401(k) with generous company match

Career growth support

Job summary

AdvancedMD is looking for a Customer Success Specialist in Salt Lake City to improve client satisfaction and retention. The role involves liaising with clients, guiding them on product utilization, and managing multiple accounts effectively.

Ideal candidates have a Bachelor's degree and 2+ years in customer success, experienced in the Healthcare IT sector. This role offers a hybrid work environment and several employee benefits including healthcare and a 401(k) plan.

Qualifications

• 2+ years in customer success or account management.
• 4+ years in the Healthcare IT industry.
• Strong written and oral communication skills.

Responsibilities

• Serve as the primary strategic point of contact for clients.
• Conduct scheduled Strategic Partner Reviews (SPRs).
• Collaborate with clients and sales for service changes.

Skills

Customer success experience

Account management

Communication skills

Organizational skills

Project management

Education

Bachelor's degree in a related field

Tools

CRM tools

Job description

AdvancedMD is a unified cloud suite of medical office software hosted on Amazon Web Services (AWS) including practice management, electronic health records, and patient engagement, and offers managed medical billing services for independent practices. AdvancedMD serves an expansive national footprint of 65,000 practitioners across 14,000 practices and 900 independent medical billing companies. 8.8M insurance claims are processed every month on the AdvancedMD billing platform!

Role Summary

Are you a relationship-driven problem solver who thrives on helping clients succeed while working as part of a close-knit, high-performing team? At AdvancedMD, we are driven by your success. AdvancedMD is seeking an ambitious, client-focused Customer Success Specialist to join our Customer Success & Adoption Team. The Customer Success Specialist (CSM) will serve as the primary strategic liaison between AdvancedMD and its live clients, owning long-term satisfaction, retention, and growth by aligning our products and services with each client's unique business goals. If you are a proactive, strategic team player who thrives in a collaborative environment and is passionate about delivering exceptional client experiences, we want to hear from you!

Essential Job Duties

• Serve as the primary strategic point of contact and internal advocate for a portfolio of live AdvancedMD clients, building trusted long‑term relationships
• Conduct scheduled Strategic Partner Reviews (SPRs) to evaluate client health, review platform utilization, discuss goals, and identify new opportunities
• Monitor open cases, issues, and escalations; coordinate with internal teams — Support, Billing, Implementation, and Product — to ensure timely and satisfactory resolution
• Collaborate with clients and the sales team to identify and support service change requests, new provider additions, and contract or pricing clarifications
• Proactively identify at‑risk clients and develop targeted retention strategies in partnership with cross‑functional stakeholders
• Communicate new product releases, feature enhancements, and FAQs to clients to drive adoption and maximize platform value
• Facilitate cross‑departmental meetings as needed to address complex client needs and ensure alignment across all relevant AdvancedMD teams
• Identify upsell and cross‑sell opportunities and collaborate with the sales team to drive expansion within the account base
• Guide clients on best practices for utilizing App Services for provider management, new subkeys, and purchased modules
• Assist in the development of client success playbooks and internal processes
• Perform other duties as needed and directed by leadership

What You'll Need

• Bachelor's degree in a related field or equivalent experience
• 2+ years of experience in customer success, account management, or a client‑facing role
• 4+ years of experience in the Healthcare IT industry
• Project management skills with the ability to manage client relationships and serve as a trusted strategic advisor
• Strong written and oral communication skills with the ability to translate technical concepts into business terms
• Experience with CRM tools for account tracking and activity documentation
• Organized and detail‑oriented with the ability to manage multiple accounts simultaneously
• Ability to prioritize effectively and handle shifting priorities professionally
• Personal track record of being thorough, courteous, and responsive in client service

Preferred Qualities

• 4+ years of experience in account management, client success, or a strategic client‑facing role
• Experience in healthcare IT, EHR/practice management software, or medical billing
• Familiarity with AdvancedMD platform workflows including PM, EHR, and revenue cycle management
• PMP Certification
• Excellent verbal and written communication skills with a strong emphasis on active listening
• Ability to analyze information and use logic to address client issues and drive solutions
• Ability to work independently and as a contributing collaborator within a team
• Self‑starter with the ability to organize work for maximum efficiency

Work Environment

• Hybrid office arrangement in the South Jordan, Utah office location. In‑office training, with opportunity to work up to a flexible hybrid format. Remote work is contingent upon individual role, team structure and alignment to role KPIs.

What We Offer

• Competitive compensation and total rewards benefits
• Comprehensive health, dental, and vision insurance
• 401(k) with generous company match
• Paid time off and holidays
• Hybrid and remote work opportunities
• Career growth and development support
• Collaborative, team‑oriented culture