Customer Success Manager

🕒 5 days ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $97k - $165k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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athenahealth

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2017-05

Healthcare Insurance • SaaS • Artificial Intelligence

athenahealth is a provider of healthcare software solutions focused on enhancing clinical effectiveness, patient experience, and financial performance. Its flagship product, athenaOne, is an all-in-one solution that includes electronic health records (EHR), revenue cycle management (RCM), and patient engagement tools. The company offers tailor-made solutions for various healthcare providers, ranging from small practices to large health systems and specialities like behavioral health and pediatrics. athenahealth also provides payer solutions, advisory services, and platform services to improve patient outcomes and reduce costs, while ensuring a highly reliable service with 99. 98% uptime. Their solutions also incorporate AI-powered features like Ambient Notes to streamline clinical documentation. With a focus on interoperability and efficiency, athenahealth aims to simplify healthcare delivery and improve outcomes for both providers and patients.

📋 Description

• 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.

🎯 Requirements

• Bachelor’s degree or equivalent experience • 5 – 7 years of experience in customer success, client services, healthcare operations, or a related field • Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR) preferred • 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 • Familiarity with healthcare specialties (e.g., primary care, behavioral health, orthopedics) preferred • Strong organizational skills with the ability to prioritize and manage competing demands • Comfort working in a dynamic environment with changing priorities

🏖️ Benefits

• Health and financial benefits • Commuter support • Employee assistance programs • Tuition assistance • Employee resource groups • Collaborative workspaces • Flexibility for work-life balance