Remote Customer Success Executive - Healthcare IT

EBSCO Information Services, Inc.; Richmond (VA); Remote; USD 82,000 - 117,000; Full time

Benefits offered by this job

Insurance package

Retirement plan

Parental leave

Holidays & PTO

Mentoring program

Job summary

EBSCO Information Services is seeking a Customer Success Executive to ensure onboarding, product adoption and sustained value for Clinical Decisions customers. You will partner with Sales, Marketing, Product and Editorial to deliver a seamless, value-driven experience.

The role covers the North Midwest and West Coast regions, requires travel up to 40%, and can be fully remote with occasional on-site collaboration. A health IT background and PMP certification are a plus.

Qualifications

• Bachelors degree required in health administration, information technology, or related field.
• Minimum 5 years of experience in project management, customer engagement, success, marketing, or support roles.
• Strong understanding of clinical workflows, EHR systems, and SSO authentication protocols.
• Medical experience to understand clinical workflow.
• Proven track record of managing complex implementation projects.
• Excellent written and oral communication, interpersonal, and problem-solving skills.
• Ability to work independently and in a POD-style team.
• Fully remote role with travel up to 40% as needed.

Responsibilities

• Review customer Value Hypothesis and align product capabilities to stated needs and success metrics.
• Define onboarding goals, deliver change management support, and coordinate with Clinical Implementation team.
• Provide product training to ensure users understand key features and use cases; promote internal adoption.
• Lead end-to-end onboarding for EBSCO Clinical Decisions products.
• Coordinate with IT for EHR integration, SSO via SAML and SMART on FHIR, HL7 Infobutton & MDM; manage timelines, resources, budgets, risks.
• Monitor KPIs and progress; report on implementation milestones and risks.
• Conduct regular business reviews to track performance and identify upsell/cross-sell opportunities.
• Manage renewals with internal teams for customer retention and expansion.

Education

Bachelors degree in health administration, information technology, or a related field

Job description

EBSCO Information Services is seeking a Customer Success Executive to ensure onboarding, product adoption and sustained value for Clinical Decisions customers. You will partner with Sales, Marketing, Product and Editorial to deliver a seamless, value-driven experience.

The role covers the North Midwest and West Coast regions, requires travel up to 40%, and can be fully remote with occasional on-site collaboration. A health IT background and PMP certification are a plus.