Customer Success Manager

About the Opportunity A Customer Success Manager is needed to serve as the primary point of contact between clinical practices and the organization, ensuring healthcare providers adopt and consistently utilize electronic health record (EHR) and revenue cycle management (RCM) technology and services. In this full-time role based in the United States, the Customer Success Manager focuses on driving product engagement, proactively resolving client challenges to prevent churn, and identifying opportunities for practice expansion under the guidance of the Customer Success Lead.

Key Responsibilities

• Serve as the trusted advisor and main point of contact for assigned clinical practices utilizing the platform and associated services.
• Drive product adoption, customer satisfaction, and retention by proactively identifying and resolving workflow and platform issues.
• Assist clinicians and practice staff in understanding and optimizing clinical workflows supported by EHR and RCM tools.
• Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to resolve issues promptly and convey platform improvements to clients.
• Deliver tailored training and enablement sessions to build practice staff confidence and software fluency.
• Identify opportunities to help practices expand and optimize their business, such as adopting new treatment modalities (including TMS, Spravato, or ketamine) or improving capacity utilization.
• Gather and relay customer feedback to inform continuous product enhancement.
• Track and report measurable improvements in practice performance metrics, demonstrating clear return on software investment within six months post go-live.
• Provide detailed reporting to the Customer Success Lead regarding the health and performance of assigned accounts.
• Operate autonomously, prioritizing workload and managing time effectively to achieve client and organizational goals.

Required Qualifications

• 3 to 5 years of experience in customer success, account management, or implementation at a SaaS company.
• Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems.
• Proven track record in customer success, client relationship management, or practice consulting roles.
• Strong communication skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders.
• Demonstrated ability to handle multiple clients or projects simultaneously with minimal supervision.
• Proficiency in using software platforms for communication, project management, and reporting.
• Familiarity with Claude and other AI tooling.
• A patient-first mindset with a passion for improving clinician workflows and patient outcomes.

Preferred Qualifications

• Experience within healthcare or electronic health record (EHR) environments.
• Prior experience working in a startup environment.
• Familiarity with interventional psychiatry treatments, including TMS, Spravato, and ketamine therapy.

Compensation and Benefits

• Estimated national base salary range of $90,000 to $140,000 annually, with actual compensation determined by candidate experience and local cost of labor.
• Equity package for eligible employees.
• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Flexible paid time off and family leave.
• Flexible Spending Accounts (FSA/DCFSA).
• Mental health benefits.

Equal Opportunity Employer The organization is committed to creating an equitable, diverse, and inclusive environment. Qualified applicants from all backgrounds are encouraged to apply, including women, members of traditionally underrepresented racial and ethnic groups, LGBTQ+ individuals, veterans, and people with disabilities.