Group CSM Senior Manager People Leader

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

Position Summary: The Senior Manager of Customer Success ensures success within their book of business (~$35M annual revenue), as measured by internal performance benchmarks, revenue retention, and client sentiment. The Senior Manager will deliver this success by establishing themselves and their team as trusted advisors to clients, by providing both consultative guidance to clients in service of client goals, and by serving as effective internal project managers in service of the clients’ needs. The Senior Manager will directly manage a team of individual contributors (Customer Success Managers or CS Senior Associates) and will personally manage a smaller number of strategic client accounts. 

As a people leader, the Senior Manager will enable the success of their direct reports by offering coaching on their day-to-day responsibilities, supporting client needs/escalations, and facilitating professional development opportunities. The Senior Manager and their team will proactively identify risk and opportunity within their book of business, build solutions for client challenges, and take ownership for delivering resolutions to their client in partnership with cross-functional teams.  

Essential Functions (Duties and Responsibilities):  

40% People Leadership 

• Direct the team in the performance of the prescribed service model for their respective customers.  Mentor, coach and supervise the overall performance of the team and model exceptional customer success practices. 

• Provide regular, actionable, clear feedback in service of improving the customer experience and team performance. 

• Position each team member where they can succeed at bringing value to the customer and their peers, where they can develop new knowledge and new skills, and where they are sufficiently and appropriately challenged such that they gain valuable experience that will help them advance their careers.   

• Serve as escalation point for customer issues.   

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

• Assist with scoping, interviewing, hiring, and onboarding of new team members.  

40% Develop and maintain strong relationships with clients’ operational leadership 

• Responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts. 

• Effectively network and build trusting relationships with customer operational leadership including personally conducting or coaching team to conduct a regular cadence of performance reviews. 

• 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. 

• Grow advocacy among our customer base by proactively identifying risks, opportunities, and impact on customer satisfaction and retention and initiating appropriate steps to mitigate risk or recognize opportunity. 

• Maintain day-to-day relationships with personally assigned customer(s) by collecting and clarifying information with all impacted parties, communicating project or program plans and progress, and responding to customer questions and requests. 

• Partner with customer leadership to ensure overall success of all customer selected quality programs 

• Build and maintain customer-facing credibility 

• Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace. 

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

• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives to appropriately map athenahealth functionality and associated business benefits to address their needs. 

• Advocate for book of business 

• Understand and represent customer priorities to the Voice of Customer function, acting as a customer advocate where appropriate. 

• Provide transparency into the Product Roadmap and the Voice of the Customer process and support an accurate impact assessment and setting expectations with customer leadership including having difficult conversations when functionality is not on the product roadmap. 

• Organize and manage complex initiatives across athenahealth and customer teams to opti