Role Overview
As a Mid-Market Customer Success Manager, you will serve healthcare organizations using a comprehensive EHR platform, with a focus on revenue cycle management, payments, and resolving high-priority issues. Your primary responsibility is to ensure long-term customer success by deeply understanding client operations and driving measurable improvements in clinical and financial performance.
Key Responsibilities
- Manage a dedicated portfolio of mid-market healthcare clients, focusing on retention, expansion, and overall account health
- Develop advanced proficiency in EHR workflows, including clinical documentation, billing, revenue cycle, and payment processing
- Conduct strategic, workflow-focused discussions to uncover challenges, assess operational efficiency, and recommend tailored solutions
- Drive platform adoption and process optimization linked to tangible business outcomes such as improved collections and reduced denials
- Act as the primary point of contact for critical escalations, coordinating resolution across Product, Engineering, Support, and RCM teams
- Monitor account health proactively, identifying risks and implementing corrective strategies
- Lead regular business reviews centered on platform usage, workflow effectiveness, and financial KPIs
- Identify and advance renewal and upsell opportunities in collaboration with Sales
- Keep account data current in Salesforce, ensuring accurate forecasting and health tracking
Qualifications
Candidates should bring 4–7 years of experience in customer success, account management, healthcare consulting, or related roles. Direct experience with EHR platforms is essential, along with a solid grasp of healthcare revenue cycle and payment processes.
- Proven ability to manage complex escalations, including those involving executive stakeholders
- Strong interpersonal and communication skills, with a track record of influencing cross-functional teams without direct authority
- Technical comfort navigating system workflows, data flows, and integration points
- Experience in healthcare billing, claims, or practice operations is highly valued
- Familiarity with metrics such as days in accounts receivable, denial rates, and collection efficiency
- Hands-on experience with Salesforce and customer success platforms is preferred
Work Environment
This is a hybrid role, open to candidates based anywhere in the United States. You may travel occasionally to Denver, Colorado, or other North American locations for team meetings or client engagements. Work model is flexible—remote, in-office, or hybrid—based on personal and operational needs.
Compensation & Benefits
The annual salary range for this position is $70,000 to $80,000 USD. Benefits include day-one access to comprehensive health and wellness coverage, an annual wellness stipend, a 401k plan with immediate vesting and up to 4% company match, and a generous flexible time-off policy. Employees also have access to an Employee Stock Purchase Program.
Company Values
The organization is committed to advancing digital transformation in the service economy, simplifying operations for clients, and fostering a diverse, inclusive, and high-performing culture. Team members are expected to be proactive, collaborative, and dedicated to continuous improvement.
Equal opportunity is a core principle. The company does not discriminate based on race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability.
