Customer Success Manager

athenahealth is a company focused on creating a thriving ecosystem for accessible, high-quality healthcare. The Customer Success Manager is responsible for driving customer satisfaction and product adoption while managing relationships and ensuring successful outcomes for healthcare organizations using athenahealth solutions.

Responsibilities:

• Manage a portfolio of Group and Enterprise customers, supporting their success and growth on the athenahealth platform
• Build and manage relationships with assigned customers to understand business goals and drive successful outcomes
• Develop and maintain success plans aligned with customer priorities and performance objectives
• Partner with internal teams (e.g., product, training, support) to ensure customers achieve value from athenahealth solutions
• Conduct regular performance reviews with customer stakeholders to track progress and identify opportunities for improvement
• Monitor customer performance using benchmarks and data insights, recommending workflow or configuration improvements
• Maintain consistent communication with customers to address questions, updates, and ongoing initiatives
• Identify risks to customer satisfaction or retention and implement mitigation strategies in collaboration with internal teams
• Support product adoption and readiness for new features and enhancements
• Partner with account teams to identify opportunities for growth and expansion
• Familiarity with AI-enabled productivity tools, automation platforms, or data-driven customer engagement models
• Travel up to 20% annually as needed to support customer engagements
• Facilitate connections between customers and athenahealth resources, including support, advisory services, and product teams
• Provide visibility into product updates and roadmap enhancements
• Support customer participation in feedback programs and community initiatives
• Demonstrate understanding of healthcare industry trends and their impact on customer operations
• Coordinate cross-functional efforts to resolve customer challenges and improve outcomes
• Document customer interactions, plans, and progress in internal systems
• Contribute to process improvements to enhance the customer experience

Requirements:

• Bachelor's degree or equivalent experience
• 5–7 years of experience in customer success, client services, healthcare operations, or a related field
• Demonstrated ability to manage multiple customer relationships simultaneously
• Experience communicating with and influencing stakeholders at multiple levels, including leadership
• Ability to analyze data and translate insights into actionable recommendations
• Experience working cross-functionally in a collaborative environment
• Strong organizational skills with the ability to prioritize and manage competing demands
• Comfort working in a dynamic environment with changing priorities
• Manage a portfolio of Group and Enterprise customers, supporting their success and growth on the athenahealth platform
• Build and manage relationships with assigned customers to understand business goals and drive successful outcomes
• Develop and maintain success plans aligned with customer priorities and performance objectives
• Partner with internal teams (e.g., product, training, support) to ensure customers achieve value from athenahealth solutions
• Conduct regular performance reviews with customer stakeholders to track progress and identify opportunities for improvement
• Monitor customer performance using benchmarks and data insights, recommending workflow or configuration improvements
• Maintain consistent communication with customers to address questions, updates, and ongoing initiatives
• Identify risks to customer satisfaction or retention and implement mitigation strategies in collaboration with internal teams
• Support product adoption and readiness for new features and enhancements
• Partner with account teams to identify opportunities for growth and expansion
• Travel up to 20% annually as needed to support customer engagements
• Facilitate connections between customers and athenahealth resources, including support, advisory services, and product teams
• Provide visibility into product updates and roadmap enhancements
• Support customer participation in feedback programs and community initiatives
• Demonstrate understanding of healthcare industry trends and their impact on customer operations
• Coordinate cross-functional efforts to resolve customer challenges and improve outcomes
• Document customer interactions, plans, and progress in internal systems
• Contribute to process improvements to enhance the customer experience
• Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR)
• Familiarity with healthcare specialties (e.g., primary care, behavioral health, orthopedics)
• Familiarity with AI-enabled productivity tools, automation platforms, or data-driven customer engagement models