HFN: Customer Success Lead

Hanger, Inc.; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Benefits

Dental Benefits

Vision Benefits

401k Plan

Paid Holidays

PTO (Vacation & Sick)

Job summary

Hanger, Inc. in Phoenix is seeking a Customer Success Lead to guide day-to-day operations within the Customer Success team. You will coordinate complex workflows, resolve escalated issues, and partner with internal stakeholders to improve processes and the customer experience.

You will onboard and train teammates, support system enhancements, and act as a back-up to department leadership as needed, ensuring high-quality service delivery and strong cross-functional collaboration.

Qualifications

• Minimum: high school diploma or equivalent.
• Typically requires a minimum of 6+ years of related experience.
• Must have, or be eligible to obtain, a valid driver’s license and driving record within policy.

Responsibilities

• Lead Customer Success, providing day-to-day guidance, resolving complex issues, and backing up department leadership.
• Deliver high-quality customer experiences by managing inquiries, resolving issues, and fostering customer relationships.
• Provide operational oversight for Customer Success systems (Raven, Epicor, ServiceNow, Jotform, 8x8) including troubleshooting and testing.
• Coordinate specialized processes (transfers, returns/re-dos, authorizations, order entry, billing, credit holds, and other workflows).
• Serve as primary resource for Raven-Oracle alignment and integration issues; troubleshoot discrepancies and support continuity.
• Perform reporting and data-mining support for operational projects.

Skills

Customer Success processes

Issue resolution

Problem solving

Communication skills

Cross-functional collaboration

Raven

Epicor

Microsoft Office

Patient-centric focus

Education

High school diploma or equivalent

6+ years related experience

Valid driver’s license

Tools

Raven

Epicor

ServiceNow

Jotform

8x8

Job description

Why Us?

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Could This Be For You?

The Customer Success Lead serves as an advanced resource and functional lead within the Customer Success team, supporting exceptional service delivery while providing expertise in customer-facing systems, specialized processes, training, issue resolution, and cross-functional coordination. The position supports day-to-day team effectiveness by serving as a subject matter resource, coordinating complex workflows, resolving escalated operational issues, and partnering with internal stakeholders to improve processes and the customer experience. The Customer Success Lead also provides onboarding and ongoing training, supports system enhancements and implementations, and acts as a back-up resource to department leadership as needed.

Your Impact

Specific functions may vary dependent upon departmental need, examples of essential functions are:

• Serve as a lead resource for Customer Success, providing day-to-day guidance, resolving complex or escalated issues, supporting workflow priorities, and acting as a back-up to department leadership as needed.
• Deliver a high-quality customer experience by managing inquiries, resolving issues, supporting customer retention, and building effective relationships with internal and external customers.
• Provide operational oversight and support for Customer Success systems, including Raven, Epicor, ServiceNow, Jotform, 8x8, and related platforms; troubleshoot issues and support system testing, enhancements, integrations, and releases.
• Coordinate and serve as a subject matter resource for specialized processes, including transfers, returns/re-dos, authorizations, job conversions, order entry, billing, credit holds, and other advanced workflows.
• Serves as the primary resource for Raven-Oracle alignment and integration issues, troubleshooting system discrepancies and supporting operational continuity.
• Performs reporting and data-mining support activities that are not typically expected of standard Customer Success roles and provides critical data support for operational projects.
• Coordinate daily operational activities across Customer Success and fabrication locations to ensure timely, accurate processing and appropriate follow-up.
• Provide onboarding, training, coaching, and ongoing support to team members on systems, processes, policies, and workflow changes.
• Monitor team workflow, communication channels, service levels, and coverage needs; assist with prioritization and enhanced support during implementations, system changes, and other high-volume or critical periods.
• Collaborate cross-functionally to resolve operational issues, support special projects, and identify and implement improvements to customer experience, systems, processes, and operational effectiveness.
• Maintain accurate documentation and records, ensure compliance with applicable policies and procedures, and communicate priorities, deadlines, and process changes as appropriate.
• Perform other duties or special projects as assigned.

Minimum Qualifications

• Minimum
• High school diploma or equivalent required
• Typically requires a minimum of 6+ years of related experience.
• Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures.
• Preferred
• Experience in a medical industry in O&P setting

Additional Success Factors

• Advanced knowledge of Customer Success processes, policies, and systems.
• Ability to independently resolve complex issues and serve as a resource to the team.
• Demonstrated ability to train, guide, and support team members.
• Strong problem-solving, communication, and cross-functional collaboration skills.
• Ability to prioritize multiple responsibilities while maintaining accuracy and service levels.
• Proficiency with Raven, Epicor, Microsoft Office, and other applicable systems.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Our Investment in You

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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