Own a portfolio of mid-market healthcare customers, accountable for retention, expansion, and customer health
Develop deep expertise in our EHR platform, including clinical, operational, RCM, and payments workflows
Lead consultative, workflow-driven conversations to assess needs, identify gaps, and recommend best practices
Drive adoption and optimization tied to measurable business and financial outcomes
Own customer escalations end-to-end, serving as the single-threaded owner and coordinating with Product, Engineering, RCM, Support, and Sales
Proactively identify risk and implement mitigation plans
Lead Business Reviews focused on usage, workflow efficiency, and financial performance
Identify and manage renewal and expansion opportunities
Maintain accurate account health and forecasting in Salesforce (or equivalent CRM)

4 – 7 years in Customer Success, Account Management, Healthcare Consulting, Implementation, or Support
Direct experience supporting or delivering an EHR platform
Strong understanding of EHR, RCM, and healthcare payments workflows
Proven expertise in escalation management, including executive-level situations
Strong cross-functional partnership skills and ability to influence without authority
Technical aptitude and comfort getting deep into workflows and data
Excellent communication and stakeholder management skills
Preferred Background in healthcare billing, claims, or practice operations
Experience supporting mid-market healthcare organizations
Familiarity with healthcare financial KPIs (AR days, denial rates, collections)
Salesforce and Customer Success tooling experience

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Mid-Market Customer Success Manager

Key skills