Customer Success Specialist, Small Group

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

About the Role 

We are seeking a proactive and customer-focused Customer Success Specialist to join our Customer Success Management division. In this role, you will manage customer issues by collaborating with the appropriate support teams and resources to drive timely resolutions. You will build and maintain effective relationships with a portfolio of smaller independent medical practice customers, ensuring their post-sale success and satisfaction. Through strong partnership and trusted advisement, you will help customers maximize the value of their athenahealth solutions. 

About You 

• You have foundational knowledge of the healthcare industry and market dynamics. 

• You excel at clear communication and hold yourself accountable to deliver results. 

• Your interpersonal skills enable you to develop strong relationships internally and externally. 

• You are self-motivated, results-oriented, and demonstrate empathy in customer interactions. 

The Team 

• Our Customer Success Management Organization focuses on helping clients realize the full value of athenahealth services. We collaborate across product and operational teams to proactively identify and solve customer challenges, fostering satisfaction and long-term success. 

Key Responsibilities 

• Take primary ownership for customer satisfaction and retention within your assigned accounts. 

• Build and maintain strong relationships, navigating and resolving challenging partnerships professionally. 

• Serve as a liaison between customers and athena support teams, managing projects to resolution. 

• Leverage subject matter experts to address customer performance, satisfaction, and risk. 

• Coach customers proactively on best practices and resources, including support, training, and community engagement. 

• Identify early signs of attrition risk, assess their impact, and engage internal resources to mitigate. 

• Participate in tier-wide ad hoc projects such as dormant accounts and pilot initiatives. 

Typical Qualifications 

• 2-3 years of professional experience or equivalent education and experience. 

• Ability to influence internal stakeholders and customers effectively. 

• Proficiency with Microsoft Office and CRM tools such as Salesforce and Gainsight. 

• Strong multitasking and prioritization skills with attention to detail. 

• Comfortable working independently and managing ambiguity. 

• Demonstrated critical thinking related to client business issues. 

• Excellent verbal and written communication skills, including effective use of discovery questions. 

• Ability to manage multiple simultaneous client interactions. 

• Commitment to exceptional customer service and teamwork. 

About athenahealth<