Customer Success Manager - Healthcare

CSG is a company that empowers organizations to build unforgettable experiences in the digital economy. The Customer Success Manager will serve as a customer advocate, helping healthcare organizations effectively engage with Forte’s solutions, improving customer experience and retention.

Responsibilities:

• Retain revenue and drive account health for mid to high-tier merchants, healthcare organizations, and unassigned partners through proactive outreach at key points in the customer journey (e.g., onboarding, adoption, renewal) and by maintaining robust client portfolios that capture success metrics, risks, and mitigation plans
• Act as a customer and business SME and trusted advisor by learning each customer’s business (with special focus on healthcare regulations, security, and workflows), understanding their strategic plans and forecasts, and providing consultative recommendations on how Forte’s solutions can meet their goals
• Manage issues, escalations, and customer communication by prioritizing and driving resolution of escalated tickets, coordinating cross-functional responses to service gaps or SLA/OLA risks, conducting status meetings and business reviews, and ensuring clear, proactive communication on issues, changes, and project status
• Collaborate with internal teams (Sales, Account Management, Customer Success Delivery, Product, Development, and SMEs) to support SOWs/RFPs, identify and qualify add-on sales opportunities, develop and maintain customer journey maps, and organize/lead solution demonstrations and 1-to-many engagement sessions, including those tailored for healthcare clients
• Support implementations, conversions, and ongoing solution usage by providing oversight to customer implementations and enhancements, assisting with healthcare account transitions and data migrations, tracking product license management and compliance (e.g., HIPAA), and ensuring customers adopt and effectively use Forte’s solutions
• This job requires domestic and/or international travel to conduct site visits and leading status meetings

Requirements:

• Bachelor's degree in Business Administration, Healthcare Administration, Information Systems, or a related field, or equivalent education/experience
• 5–8 years of product, solutions, and/or technical customer support, account management, or customer success experience in a comparable environment
• Experience managing mid to high-tier accounts with responsibility for retention, adoption, and revenue growth
• Demonstrated ability to manage small to medium-sized projects from initiation through completion with high customer satisfaction
• Established reputation as a high-integrity performer with strong issue management skills and a track record of effective escalation handling
• Strong customer advocacy mindset with the ability to build and maintain relationships with internal and external clients at all levels
• Strong issue management, problem-solving, and negotiation skills, including the ability to manage escalations and coordinate cross-functional responses
• Ability to analyze customer workflows, evaluate systems, and formulate recommendations that leverage Forte's product assets to meet customer goals
• Demonstrated business acumen with the ability to translate business requirements into technical solutions, including those specific to healthcare organizations
• Excellent verbal and written communication skills, including the ability to lead customer meetings, trainings, webinars, and business review sessions
• Ability to serve as a customer business SME, synthesizing the voice of the customer and collaborating with internal developers and SMEs on trade-offs between usability, configuration, and higher-level consulting needs
• Ability to monitor and drive account health and adoption, interpret customer forecasts and strategic plans, and align engagement to those plans
• Ability to use a personal computer and proficiency with Microsoft Office applications (e.g., Outlook, Excel, PowerPoint, Word)
• Ability to read, write, speak, and understand the English language in a business environment
• Experience working with healthcare organizations and understanding healthcare-specific business processes, compliance requirements (e.g., HIPAA), and data privacy considerations
• Prior experience in payments, SaaS, or technology solutions serving healthcare or similarly regulated industries
• Experience conducting business reviews, customer training/webinars, and multi-stakeholder status meetings
• Familiarity with healthcare industry requirements, including data privacy and security considerations (e.g., HIPAA), healthcare workflows, and regulatory-driven SLAs/OLAs