Customer Success Specialist - Patients

TalentHop; United States; On-site; USD 60,000 - 95,000; Full time

Job summary

TalentHop is seeking a Customer Success Specialist to nurture ongoing relationships within its Patients division. You will manage a defined portfolio, drive product adoption, and coordinate cross-team efforts to resolve issues and deliver value.

In this role, you will monitor onboarding, usage trends, and retention signals, communicating insights to customers and internal teams. The position requires clear written and verbal communication and the ability to balance multiple priorities with

Qualifications

• 4+ years of experience in customer success or related roles.
• Proven ability to manage multiple accounts and cases with strong documentation.
• Experience handling escalated issues with cross-functional teams.
• Excellent written and verbal communication; translate complex issues into clear updates.
• Understanding adoption, retention, and growth signals; familiarity with CRM tools.

Responsibilities

• Manage proactive engagement for assigned accounts, understanding goals and milestones.
• Coordinate escalated issues from intake to resolution with support teams.
• Act as a point of contact for customer and partner relationships, tracking commitments.
• Identify retention risks and growth opportunities, sharing insights with stakeholders.
• Maintain accurate documentation and collaborate with cross-functional teams to improve experience.

Skills

Communication skills

Organizational skills

Multitasking

Stakeholder management

Problem solving

Tools

CRM software

Collaboration tools

Job description

This organization operates in the healthcare technology sector, focusing on enhancing patient experiences through digital solutions. It addresses challenges in patient-provider communication and practice management by offering a platform that integrates online scheduling, messaging, reputation management, and patient engagement tools to streamline interactions and support healthcare providers in delivering efficient care.

About the Opportunity

The CUSTOMER SUCCESS SPECIALIST role is designed to support and enhance customer relationships within the Patients division. This position is responsible for managing a defined portfolio of customers, proactively engaging to support adoption of solutions, coordinating resolution of escalated issues, and identifying risks and opportunities that impact retention and growth. The role contributes to the organization by ensuring customers realize value from the platform and by facilitating effective collaboration across teams to address customer needs.

Responsibilities

• Manage proactive customer engagement for assigned accounts, understanding goals, workflows, and milestones.
• Coordinate escalated customer issues from intake through resolution with support teams.
• Serve as a point of coordination for customer and partner relationships, tracking commitments and communication.
• Identify retention risks and growth opportunities, communicating insights to appropriate stakeholders.
• Maintain accurate documentation and collaborate with cross-functional teams to improve customer experience.

Requirements

• Minimum four years of experience in customer success, account support, client services, or related customer-facing roles.
• Proven ability to manage multiple customers, cases, and priorities with strong organization and documentation.
• Experience handling complex or escalated customer issues across teams with good judgment.
• Excellent written and verbal communication skills, able to translate complex issues into clear updates.
• Understanding of customer adoption, retention, and growth signals; experience with CRM and collaboration tools.
• Preferred experience in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations.

Pay Range and Compensation Package

• The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.