Customer Success Manager, Senior Associate

Customer Success Manager 

Position Summary 

Help healthcare organizations achieve better outcomes by maximizing the value of athenahealth solutions. The Customer Success Manager (CSM) is responsible for post-sale success, including driving customer satisfaction, product adoption, retention, and growth across a portfolio of accounts. This role partners closely with customer stakeholders and internal teams to deliver measurable business impact. This position is based in the United States (remote or hybrid, depending on location) and reports to a Customer Success leadership role. 

About the Team 

The Customer Success team focuses on helping healthcare organizations realize the full value of athenahealth’s products and services. The team partners with practice leaders, providers, and operational stakeholders to align solutions with business goals and improve performance outcomes. Team members collaborate closely with cross-functional partners across product, sales, onboarding, and support. The team plays a key role in driving long-term customer outcomes and strengthening the customer relationship. 

Essential Job Responsibilities 

• Manage a portfolio of Small Group and Group customers, supporting their success and growth on the athenahealth platform 

• Build and manage relationships with assigned customers to understand business goals and drive successful outcomes 

• Develop and maintain success plans aligned with customer priorities and performance objectives 

• Partner with internal teams (e.g., product, training, support) to ensure customers achieve value from athenahealth solutions 

• Conduct regular performance reviews with customer stakeholders to track progress and identify opportunities for improvement 

• Monitor customer performance using benchmarks and data insights, recommending workflow or configuration improvements 

• Maintain consistent communication with customers to address questions, updates, and ongoing initiatives 

• Identify risks to customer satisfaction or retention and implement mitigation strategies in collaboration with internal teams 

• Support product adoption and readiness for new features and enhancements 

• Partner with account teams to identify opportunities for growth and expansion 

• Familiarity with AI-enabled productivity tools, automation platforms, or data-driven customer engagement models.

• Travel up to 20% annually as needed to support customer engagements 

Additional Job Responsibilities 

• Facilitate connections between customers and athenahealth resources, including support, advisory services, and product teams 

• Provide visibility into product updates and roadmap enhancements 

• Support customer participation in feedback programs and community initiatives 

• Demonstrate understanding of healthcare industry trends and their impact on customer operations