About Our Client
Our client is a leading organization in healthcare technology, focused on delivering AI-powered medical coding solutions that assist providers in optimizing operations, enhancing documentation accuracy, and increasing revenue. They are currently seeking a passionate Customer Success Manager to enhance client onboarding, manage rollout planning, and ensure long-term client satisfaction and engagement.
Role Overview
This hybrid role combines the skills of an implementation consultant with those of a customer success manager. As the primary point of contact from contract signature through ongoing support, you will ensure smooth integrations, optimized workflows, and proactive assistance across various EHR platforms and specialties.
Key Responsibilities
- Implementation & Onboarding:
- Manage the end-to-end onboarding process, ensuring timely delivery from kickoff to go-live and post-launch support.
- Gather details around clinical and coding workflows to customize the implementation to the customer’s needs.
- Develop tailored implementation plans for multi-specialty and multi-clinic professional fee clients.
- Collaborate with Product and Engineering teams to facilitate a seamless onboarding experience.
- Conduct workflow mapping and training sessions optimized for clinical and coding teams.
- Customer Success & Account Management:
- Maintain the client relationship post-go-live, acting as a trusted advisor.
- Proactively manage ticket intake, prioritizing and coordinating resolution with internal teams.
- Conduct weekly operational reviews to monitor performance and address issues.
- Lead monthly or quarterly business reviews to enhance client value and drive renewals.
- Monitor KPIs, usage metrics, and overall customer health to ensure satisfaction.
- Identify risk factors early to implement retention strategies.
- Operational Excellence:
- Manage multiple client implementations and ongoing success programs simultaneously.
- Utilize Excel or Google Sheets for project tracking and reporting.
- Maintain comprehensive records of implementation plans and outcomes.
- Continuously refine onboarding processes based on feedback and performance metrics.
Required Qualifications
- 3+ years of experience in customer success, implementation, or client-facing roles within healthcare technology.
- 5+ years of multi-specialty professional fee medical coding experience, with a strong understanding of coding workflows.
- AHIMA or AAPC Coding Certification.
- Strong familiarity with EHR systems, particularly Epic and Athena.
- Ability to handle multiple complex projects effectively.
- Intermediate proficiency in Excel/Google Sheets and PowerPoint/Google Slides.
- Excellent organizational, technical, communication, and interpersonal skills.
- Capability to work independently and cross-functionally in a fast-paced SaaS environment.
Preferred Qualifications
- Experience with AI-powered or automation tools in healthcare or SaaS.
- Familiarity with ticketing platforms (e.g., Jira) and CRM tools (e.g., Salesforce, HubSpot).
Why You’ll Love Working With Us
- Join a mission-driven organization dedicated to improving healthcare outcomes.
- Engage in a high-impact role with visibility across clients, products, and leadership teams.
- Enjoy remote-first flexibility and a supportive team culture.
- Receive competitive compensation and opportunities for professional growth.
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