Manager, athenaPayer Customer Success

athenahealth is dedicated to creating a thriving ecosystem that delivers accessible, high-quality healthcare. The Manager, athenaPayer Customer Success, will manage post-sale customer relationships, ensuring alignment of solutions with customer goals and driving retention and satisfaction through effective communication and collaboration.

Responsibilities:

• Manage relationships with assigned athenaPayer customers as the primary post-sale point of contact
• Analyze customer performance, satisfaction, and operational challenges to identify risks and improvement opportunities
• Develop and execute customer success plans aligned to payer-specific business goals and regulatory requirements
• Coordinate with internal teams to address escalated issues and ensure timely resolution
• Conduct business impact analyses and communicate findings and recommendations to customer stakeholders
• Monitor indicators of customer risk and develop mitigation plans in partnership with internal teams
• Facilitate regular operational reviews and strategic discussions with customer stakeholders
• Promote adoption and effective use of athenahealth solutions
• Identify opportunities for account growth and partner with sales colleagues to support expansion
• Use AI-enabled tools in day-to-day workflows (e.g., analyzing trends, summarizing customer data, preparing insights) and validate outputs to support accurate, effective decision-making
• Support prioritization of customer issues based on business impact
• Contribute to internal documentation and knowledge sharing
• Participate in cross-functional initiatives to improve customer experience
• Maintain awareness of payer industry trends, including regulatory and reimbursement changes
• Support onboarding or transition activities for customer accounts
• Provide feedback to product and internal teams based on customer insights

Requirements:

• Bachelor's degree or equivalent practical experience
• 5+ years of experience in customer success, account management, consulting, operations, or a related field
• Experience working with healthcare payers, including familiarity with clinical data exchange, interoperability, incentive program design, value-based care, reimbursement, or payer operations
• Experience managing customer relationships and working with stakeholders across multiple levels
• Strong communication skills, including the ability to present insights clearly
• Experience using data to inform decisions and customer recommendations
• Ability to collaborate effectively across cross-functional teams
• Ability to manage multiple priorities in a structured, organized manner
• Familiarity with CRM or customer success tools (e.g., Salesforce, Gainsight)
• Experience facilitating discussions and resolving stakeholder challenges