Customer Success Manager, FQHC

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

The Opportunity: 

The Customer Success Organization is focused on helping athena’s medium sized customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders, communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Senior Customer Success Manager is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party’s purview in athena’s unique co-sourcing model.  

Position Summary: 
As a Customer Success Manager you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned $5-7M+ book of athenahealth customers through establishing yourself as a trusted advisor and business partner. The Customer Success Manager is engaged throughout the customer’s athenahealth journey, focused on value maximization, building and managing effective relationships that promote growth, loyalty and thus retention. The Customer Success Manager works closely with customer exceutives and decision makers to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance.  The Customer Success Manager mitigates risks and proactively identifies and communicates how athena’s features add value to a their business for growth, achieving priorities and resolving pain points.  

Responsibilities may include, but are not limited to: 

70% Develop and maintain a strong relationship with customer’s operational leadership  

• Ultimate responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts 

• Tailor a success plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the customer is successful 

• Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews 

• Use network specialty specific benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices 

• Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations. 

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