Customer Success Manager

Humata Health Inc. is seeking a dynamic and results-driven Customer Success Manager to ensure the success and satisfaction of its provider customers. The role owns customer relationships, guides onboarding and adoption, develops success plans, analyzes performance metrics, drives renewals and growth, and advocates for customer needs across internal teams.

Responsibilities:

• Own and nurture relationships with assigned customers to ensure seamless onboarding, implementation, and ongoing support
• Act as the primary point of contact and advocate for customers, proactively addressing their needs and concerns
• Establish a trusted advisor relationship with customers to drive the adoption of Humata Health’s solutions
• Develop and execute success plans tailored to customers' strategic goals and operational workflows
• Provide insights on industry best practices and leverage analytics to demonstrate value and ROI
• Balance high-level strategic planning and manage day-to-day tactical execution and problem-solving
• Oversee the customer lifecycle, ensuring smooth transitions from implementation to day-to-day operations
• Collaborate with internal teams, including Growth, Product Development, and SME’s, to align solutions with customer needs
• Track and analyze key metrics related to Humata’s performance and to inform proactive strategies
• Serve as the voice of the customer, driving cross-functional initiatives to improve user experience and product performance
• Facilitate customer feedback sessions and ensure actionable insights are integrated into product and service improvements
• Drive customer retention and renewals by consistently demonstrating value
• Identify opportunities for scope expansion or additional solutions based on customer needs
• Deliver tailored reports and presentations that highlight customer outcomes, including cost savings, performance metrics, and progress toward goals
• Prepare for and lead formal presentations to discuss account health and future plans

Requirements:

• • Bachelor's degree in Business, Economics, Healthcare Administration, or a related field
• • 5+ years of experience in a customer success or consulting role, preferably in healthcare or technology
• • Experience working in small teams where both strategic thinking and tactical execution are required daily
• • Proven ability to build and maintain relationships with stakeholders at all levels, including executives and operational teams
• • Exceptional communication and presentation skills, with a talent for tailoring messaging to diverse audiences
• • Proficient in PowerBI and data analytics
• • Strong analytical mindset with experience in tracking and interpreting key performance indicators (KPIs)
• • Demonstrate ability to work effectively in small team environments and early-stage companies
• • Familiarity with healthcare operations, prior authorization, or revenue cycle workflow optimization
• • Willingness to travel as required (up to 30%)