Remote Healthcare IT Customer Success Executive

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

Benefits offered by this job

Health benefits

Retirement plan

Parental leave

PTO

Mentoring program

Job summary

EBSCO Information Services, Inc. is seeking a highly capable Customer Success Executive to drive onboarding, adoption, and ongoing value realization for our Clinical Decisions customers.

This fully remote role supports North Midwest and West Coast clients, with travel up to 40% and proximity to major airports preferred. You’ll collaborate with Sales, Product, Editorial, and IT teams to align value, manage implementations, and conduct business reviews that expand opportunities while ensuring

Qualifications

• Bachelor’s degree in health administration, information technology, or a related field.
• Minimum of 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 provide a clear understanding of clinical workflow.
• Proven track record of successfully managing complex implementation projects.
• Excellent written and oral communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a POD-style team.
• This is a fully remote role and the ability to work across time zones and travel up to 40% of the time.

Responsibilities

• Review each customer’s Value Hypothesis and align product capabilities to stated needs and success metrics.
• Establish clear timelines and KPIs to guide value realization.
• Serve as a trusted advisor to proactively deliver recommendations that enhance outcomes and demonstrate product impact.
• Define onboarding goals, deliver change management support, and coordinate with the Clinical Implementation team.
• Support awareness campaigns and provide product training to ensure users understand key features and use cases.
• Empower internal product champions and share self-service resources to promote internal adoption.
• Lead the end-to-end onboarding process for EBSCO Clinical Decisions products
• Provide expert guidance and support to customers during the implementation process, coordinating with IT teams to ensure that the system is properly configured and integrated with existing systems, including EHR integration, toolbar links, IdP SSO via SAML and SMART on FHIR, HL7 Infobutton & MDM
• Manage Implementation timelines, resources, and budgets to ensure project milestones are met.
• Monitor and report on Implementation progress, identifying and mitigating risks as needed.
• Track and report on key performance indicators to evaluate the success of the implementation.
• Through a “Train the Trainer” model, provide training and support to superusers, administrators, and end-users to maximize product utilization
• Deliver proactive, data-driven engagement strategies that sustain usage and satisfaction throughout the customer lifecycle.
• Monitor product usage against KPIs and offer strategic interventions to prevent churn and promote growth.
• Conduct regular business reviews to track performance, address evolving needs, and identify upsell/cross-sell opportunities.
• Manage the renewal process and ensure alignment across internal teams for customer retention and expansion.

Skills

Project management

Customer engagement

Success

Communication

Problem-solving

Independent work

POD teamwork

Education

Bachelor’s degree in health administration, information technology, or a related field

Tools

EHR systems

SSO (SAML)

SMART on FHIR

HL7 Infobutton

MDM

Job description

EBSCO Information Services, Inc. is seeking a highly capable Customer Success Executive to drive onboarding, adoption, and ongoing value realization for our Clinical Decisions customers.

This fully remote role supports North Midwest and West Coast clients, with travel up to 40% and proximity to major airports preferred. You’ll collaborate with Sales, Product, Editorial, and IT teams to align value, manage implementations, and conduct business reviews that expand opportunities while ensuring