Senior Customer Success Manager

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

Senior Customer Success Manager - Enterprise Service Tier

We are looking for a Senior Customer Success Manager in the Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with some of our largest clients. You will be a senior member of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of your customers by establishing yourself as a trusted, knowledgeable advisor and business partner for their operational leadership.

The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case.  Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas.  We are a teaching and learning culture focused on making our customers successful.  You will have assignments which stretch your capabilities, assignments that showcase your strengths, and assignments where you mentor others.  For this particular role, we are seeking a CSM with deep revenue cycle and athenaCollector knowledge, as well as strong analytical skills, to work with our largest customers and partner with their CSM colleagues to drive revenue cycle improvement across the customer base.  The Senior Manager is expected to be able to lead conversations with our clients’ operational leaders, including VP and C-Suite executives, that strengthen athena’s position to drive change, solve issues, and retain and expand athena’s business with the customer.

The Team: The Enterprise CSM team works with our largest customers. As a Senior Manager on this team, you will play a leading role in supporting one of our largest and most innovative clients.

Job Responsibilities

• Ensure customer satisfaction and retention within assigned book of accounts

• Effectively network and build trusting relationships with client operational leadership including conducting performance review sessions with clients to review practice performance and map business goals to identified value-driver’s framework

• Work with teams across athena to solve issues and address challenges to improve the effectiveness of the athena solution for your customer.

• Tailor a long-term success plan for each client 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 client is successful

• Assess and prioritize issues that may lead to client attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place

• Collaborate with, learn from, and mentor fellow CSMs and extended team members to drive ongoing improvement in athena’s ability to drive customer success.

Typical Qualifications

• Bachelor’s degree preferred

• 7+ years of professional experience, including working knowledge in healthcare revenue cycle and/or EMR in a sales, service, or operations role

• Executive-level communication and interpersonal skills, and the ability to effectively navigate conflict

• Strong working knowledge of Salesforce and Gainsight is a plus

• Ability to work independently and as a member of an extended, cross-functional team

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:     

California:             https://www.athenahealth.com/salary-range/ca-nontech-sr-manager

Colorado:             https://www.athenahealth.com/salary-range/co-nontech-sr-manager

New York:            https://www.athenahealth.com/salary-range/ny-nontech-sr-manager

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.  

What’s unique about our locations? 
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit an