Client Success Manager

About the role

A Waystar Client Success Manager (CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplifies and unifies our clients’ revenue cycle.

Responsibilities

• Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for a defined set of clients
• Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
• Effectively demonstrate Waystar’s value proposition with key influencers and decision makers, including client Directors and Managers
• Establish a metrics framework based on Waystar best practices to measure, monitor, and communicate total value delivered through use of Waystar technology
• Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in Waystar reference and marketing programs, ensure renewal, and meet annual booking plans
• Demonstrate Waystar’s RCM technologies effectively
• Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
• Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
• Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
• Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
• Provide ongoing training and development
• Manage daily activity within Salesforce CRM system
• Perform other duties and projects as assigned by Client Success leadership

Requirements

• 4-year bachelor’s degree
• 3+ years of analyst, project management, or account management experience in healthcare software or consulting environment
• Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
• Project management experience (e.g., lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc.)
• Understanding of vocabulary used in healthcare and revenue cycle operations
• Experience with root cause analysis, including troubleshooting and investigating issues
• Ability to execute and prioritize a large number of tasks in a fast-paced environment
• Ability to work independently and participate in cross-functional teams
• Process and change management skills
• Subject matter expertise and dedication to remaining current with industry changes
• Outstanding communication (written and oral) and interpersonal skills
• Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word
• Hands-on experience with PM/HIS systems preferred (e.g., Epic, Cerner, etc.)
• Excellent phone and presentation skills
• SQL experience/knowledge strongly preferred
• Ability and willingness to travel up to 25% of the time to client sites, corporate meetings, and conferences/seminars

About Waystar

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities.

Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Savings Account company match)
• Generous paid time off for non-exempt team members: 3 weeks + 13 paid holidays, including 2 personal floating holidays; flexible time off for exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups