Executive Director, Customer Success Management, Enterprise

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Executive Director, Customer Success - Enterprise Service Tier

We are looking for an Executive Director of Customer Success Management within the Enterprise Service Tier in the Customer Success division.  Your job will be to lead a team of CSMs to build and manage effective relationships with one or more of our largest and most strategic customers. You will be responsible for ensuring the complete post-sale success and satisfaction of your customer(s) by establishing yourself and your CSMs as trusted, knowledgeable advisors and business partners for their operational leadership. You will be a member of the Enterprise CSM leadership team and expected to collaborate with your colleagues to strengthen our ability to serve our customers and help them optimize their success with athena. 

The most effective CSM leaders possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case.  Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas.  We are a teaching and learning culture focused on making our customers successful.

The Team: The Enterprise CSM team works with our largest customers, both Providers and Payers.  As a senior leader on the team, you will have the opportunity to influence the satisfaction and performance of  these strategic customers, and athena’s effectiveness in addressing the fragmentation that exists across the healthcare system.

Job Responsibilities

• Ensure customer satisfaction (NPS), retention, and attainment of revenue targets for your assigned book of business.

• Develop and maintain strong executive relationships at one or more of our largest and most strategic customers.

• Develop and evolve processes and best practices to ensure that CSMs are effective at building trusting relationships with leaders and driving strategic alignment between their customers and athena, including partnership meetings and executive touchpoints.

• Work with teams across athena to address strategic and systemic issues and challenges to improve the effectiveness of the athena solution for our customers.

• For each customer, ensure that a long-term success plan is in place and being executed in alignment with their business goals.

• Assess and prioritize issues that may lead to client attrition risk, leveraging internal domain expertise to ensure a strong mitigation plan is in place

• Work with other CSM leaders to ensure that we are capitalizing on collaboration opportunities across all areas of the business to deliver shared value to customers.

Typical Qualifications

• Bachelor’s Degree preferred

• 15 years of professional experience, including working knowledge in revenue cycle and/or electronic health records in a sales, service, or operations role

• People management experience in a sales or customer service/support role

• Executive-level communication, interpersonal skills, and the ability to effectively navigate conflict

• Ability to work independently and as a member of an extended, cross-functional team

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:      

California:         https://www.athenahealth.com/salary-range/ca-nontech-director

Colorado:          https://www.athenahealth.com/salary-range/co-nontech-director

New York:         https://www.athenahealth.com/salary-range/ny-nontech-director

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.  

What’s unique about our locations? 
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experie