Enterprise Customer Success, Senior Manager

athenahealth; Austin (TX); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to lead client relationships within the Payer Team. This role is crucial for ensuring customer satisfaction and retention, working closely with large, strategic partners in the healthcare sector. The ideal candidate will possess a blend of product knowledge, strong relationship management skills, and the ability to navigate complex client environments effectively. In this dynamic position, you will collaborate with cross-functional teams to tailor success plans and address challenges, all while contributing to a culture focused on learning and improvement. If you are passionate about transforming healthcare and thrive in a collaborative environment, this opportunity is perfect for you.

Benefits

Commuter Support

Collaborative Workspaces

Dog-Friendly Offices

Qualifications

• 7+ years of experience in healthcare quality programs and clinical data exchange.
• Strong communication skills to engage with executive-level clients.

Responsibilities

• Ensure customer satisfaction and retention within assigned accounts.
• Build trusting relationships with client operational leadership.

Skills

Client Relationship Management

Problem Solving

Executive Communication

Interpersonal Skills

Data Integration

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

Job description

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

Senior Customer Success Manager, Payer Team - Enterprise Service Tier

We are looking for a Senior Customer Success Manager in the Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with our Payer clients who are amongst our largest and most strategic partners. You will be a senior member 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. If you join athena with strong relationship skills, you will immediately be a key asset in working through challenging situations, demonstrating your ability to maintain a calm, collaborative atmosphere, while deepening your expertise by learning from your colleagues the ins and outs of the athena products and which resources to engage. If you bring strong technical skills, you will be a key contributor to data and integration challenges, while quickly learning the details of quality programs, risk adjustment or clinical data exchange. The Senior Manager is expected to be able to lead the overall client governance and build strong relationships with the operational leaders, including VP and C-Suite executives, that strengthen athena’s position to drive change, solve issues, and retain and expand athena’s business with the customer. A Senior Manager with solid relationship skills and industry background will expand their athena skillset in this role, increasing their ability to deliver value to large clients as the lead on a book of large, complex payer clients.

The Team: The Enterprise Payer CSM team works with our Payer customers who are large organizations that interact with all of our provider customers. As a Senior Manager on this team, you will play a leading role in supporting some of our largest and most influential clients.

Job Responsibilities

1. Ensure customer satisfaction and retention within assigned book of accounts
2. Effectively network and build trusting relationships with client operational leadership including conducting governance meetings with clients to maintain strategic alignment on business goals and plans to achieve them
3. Work with teams across athena to solve issues and address challenges to improve the effectiveness of the athena solution for your customer.
4. 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 product, consulting, and support teams to ensure the client is successful
5. Assess and prioritize issues that may lead to client attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place
6. 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

1. Bachelor’s degree preferred
2. 7+ years of professional experience, including working knowledge in healthcare quality programs, risk adjustment, claims, clinical data exchange or EMR in a sales, service, or operations role
3. Executive-level communication, interpersonal skills, and the ability to effectively navigate conflict
4. Strong working knowledge of Salesforce and Gainsight is a plus
5. 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. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. 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 - just to name a few.