Customer Success Advisor - US Remote

What is PerfectServe? 

PerfectServe offers Best in KLAS clinical communication and physician scheduling solutions and is a Leader in the Gartner Magic Quadrant for Clinical Communication and Collaboration.We have seen an 88% growth rate over the past three years and need strong team members to help us continue to grow! 

PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting; advancing patient care and clinical workflows. 

By joining PerfectServe, you will have the unique opportunity to come alongside us as we further our vision of putting all of these solutions together to provide optimal patient outcomes and faster patient care interventions. By improving speed to care and cross-continuum communication, we save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.

We have an incredible portfolio of customers, with new ones recognizing the value of our solutions and joining the PerfectServe family every day. 

Position Overview

The Customer Success Advisor (CSA) is a trusted partner to our customers, responsible for owning the day-to-day relationship while driving meaningful outcomes through strong product knowledge, proactive engagement, and a consultative approach. This role manages a portfolio of customers and focuses on maximizing system utilization, adoption, and overall satisfaction.

The CSA works closely with customers and internal cross-functional teams to ensure clients realize the full value of their Lightning Bolt Scheduling investment. This individual proactively identifies opportunities for optimization and process improvement, takes ownership of escalated issues, leads adoption and optimization initiatives, and plays a key role in retention efforts. Success in this role requires balancing technical aptitude with strong relationship-building skills and the ability to guide customers toward best-practice solutions aligned with their business goals.

 Responsibilities

• Serve as a strong advocate for customers and end users, representing their needs within the PerfectServe organization
• Build trusting relationships and provide day-to-day support to customers, e.g., executive sponsors, department/service line directors, and key strategic practices.
• Partner with customers to ensure they are fully leveraging Lightning Bolt Scheduling to achieve desired business outcomes
• Develop deep product and workflow expertise, with a strong understanding of scheduling processes and how PerfectServe can optimize them
• Proactively monitor system utilization, adoption trends, and service request data to identify risks, resolve issues, and prevent future challenges
• Lead process improvement and optimization initiatives that drive measurable value for customers
• Own and resolve escalated service issues, coordinating with internal teams to ensure timely and effective outcomes
• Provide proactive oversight of system utilization, adoption, and service request data to identify, resolve, and prevent issues to ensure client satisfaction and retention.
• Collaborate with Account Executives and Technical Consultants to establish and execute customer account plans.
• Lead client retention and save efforts when needed, acting as the primary point of coordination
• Ensure seamless delivery of all client-facing services by partnering effectively with internal teams across PerfectServe
• Travel to client sites as needed to support onboarding, training, adoption, and optimization initiatives

 Success Factors

• Strong technical aptitude and the ability to apply Lightning Bolt Scheduling to solve complex customer challenges
• A proactive, ownership-driven mindset with the ability to anticipate customer needs and act decisively
• A consultative approach to customer engagement, focused on guiding customers toward best-practice solutions
• Ability to manage multiple priorities effectively in high-pressure environments
• Proven ability to build and sustain strong professional relationships
• Strong critical-thinking and problem-solving skills
• Excellent written, verbal, and documentation skills
• Demonstrated ability to drive process change and user adoption
• Exceptional customer service mindset and strong work ethic

Essential Qualifications

• 4-6 years of work experience in Customer Success, Account Management, or Professional Services
• 2+ years of experience in supporting SaaS products; healthcare software experience strongly preferred
• Experience with sc