Customer Success Advisor

About the role

A growing healthcare technology organization in the Mainline area is seeking a Customer Success Advisor to support customer engagement, platform adoption, and long-term client success for an industry-leading healthcare analytics platform.

Responsibilities

• Tech Breakdown: 60% Customer Success & Relationship Management
• Customer Education & Product Adoption: 20%
• Customer Feedback & Cross-Functional Collaboration: 10%
• Process Improvement & Documentation: 10%

Daily Responsibilities:

• Proactive outreach to existing customers to increase engagement and platform utilization (35%)
• Responding to customer questions and coordinating issue resolution with internal teams (25%)
• Conducting virtual meetings, product walkthroughs, and adoption conversations (15%)
• Monitoring customer health and identifying potential risks or opportunities (10%)
• Documenting processes, best practices, and operational improvements (5%)
• Representing customer feedback and enhancement requests to internal stakeholders (5%)

Requirements

• Bachelor's degree or equivalent professional experience
• Experience in Customer Success, SaaS, Technical Support, Technical Account Management, Healthcare Technology, or a related customer-facing role
• Strong verbal communication skills and confidence conducting customer conversations via phone and video conferencing
• Demonstrated ability to develop and maintain trusted customer relationships
• Excellent organizational, prioritization, and time management skills
• Ability to manage multiple customer accounts and requests simultaneously
• Strong problem-solving ability and willingness to learn new technologies quickly
• Comfortable working independently in a role with significant ownership and autonomy
• Professional presence and customer-facing presentation skills
• Ability to work full-time in a five-day-per-week office environment

Qualifications

• Healthcare IT experience
• Imaging informatics experience including PACS, RIS, DICOM, or HL7
• Experience training, onboarding, or educating software users
• Experience with ticketing systems, support workflows, CRM platforms, or project management tools
• Exposure to process improvement initiatives or customer operations programs
• Experience in subscription-based SaaS environments
• Understanding of customer health metrics, adoption strategies, and retention initiatives
• Interest in healthcare analytics, technology innovation, and AI-enabled solutions

Skills

• Strong verbal communication skills
• Confidence conducting customer conversations via phone and video conferencing
• Ability to manage multiple customer accounts and requests simultaneously
• Strong problem-solving ability
• Willingness to learn new technologies quickly
• Comfortable working independently in a role with significant ownership and autonomy
• Professional presence and customer-facing presentation skills
• Ability to work full-time in a five-day-per-week office environment

Benefits

• Competitive Compensation Package: Base salary: $65,000-$85,000 (pending on experience)
• Potential performance-based incentives/bonus opportunities
• Career advancement opportunities as the Customer Success organization expands
• Direct exposure to executive leadership
• Opportunity to help build and shape a growing function
• Medical, Dental, and Vision Coverage
• Paid Time Off and Paid Holidays
• 401(k) Program
• Professional Development Opportunities
• Collaborative, team-oriented workplace culture