Customer Success Manager

About the Company

ELLKAY is a nationwide leader in healthcare connectivity, providing innovative, customizable solutions and unparalleled services for over a decade. We empower diagnostic laboratories, PM/EMR vendors, ACO and HIE companies, hospitals, and other healthcare organizations with cutting-edge technologies and solutions that improve their bottom lines. Our 'Client-first' focus has made ELLKAY one of the most respected healthcare IT companies in the nation.

We deal with medical data and take our work very seriously, but not ourselves. ELLKAY was founded on the values of innovation, efficiency, and service created in a collaborative work culture. As we have grown, we maintain the same energy and passion for what we do. We strive to provide exceptional customer experiences, beginning with employing amazing people. ELLKAY is proud to maintain a high-quality, innovative, and diverse workforce.

About the Role

As a Customer Success Manager, you’ll be the trusted advisor and advocate for our customers — ensuring they realize measurable value and success using ELLKAY’s products and services. You’ll guide accounts through adoption, drive engagement, and partner with Sales to identify growth opportunities within your assigned territory. This role is ideal for a motivated, relationship-driven professional with experience in healthcare technology who thrives on delivering results for customers.

Responsibilities

• Build and maintain strategic, long-term relationships with assigned healthcare customers.
• Act as the primary customer contact — ensuring satisfaction, retention, and growth.
• Partner with Sales to identify upsell and cross-sell opportunities, supporting expansion goals.
• Lead onboarding and adoption initiatives that accelerate time-to-value for clients.
• Monitor account health, engagement, and usage; proactively address risks or challenges.
• Deliver impactful business reviews and communicate customer insights across ELLKAY teams.
• Maintain accurate records in Salesforce and contribute to forecasts and pipeline updates.
• Advocate for customer needs by collaborating with Product, Engineering, and Support teams.

Qualifications

• 3–5 years’ experience in customer success, account management, or consultative sales — ideally in healthcare technology, interoperability, or EHR/EMR systems.
• Proven ability to build trust and drive value with enterprise healthcare clients.
• Excellent communication, problem-solving, and strategic thinking skills.
• Familiarity with CRM systems (Salesforce preferred) and success platforms.
• A proactive, customer-centric mindset and strong organizational abilities.

Benefits

• Comprehensive and competitive benefit package that starts day one, including Medical, Dental, and Vision benefits.
• Employer-paid Life and LTD.
• 401k with matching — once eligibility is met.
• Work/life balance with flexible working hours and remote work options.
• Paid Volunteer Program and generous PTO.
• Parental Leave.
• Gym membership / Exercise class stipends.
• Employee Discounts.

Company Culture

• Work with talented, collaborative, and friendly people who love what they do.
• Professional growth within an innovative environment.
• Free daily lunches at HQ.
• Hybrid workplace with flexibility in structuring time between in-office and remote work.
• Recognition as a top workplace for employee appreciation, well-being, professional development, and leadership.

ELLKAY is committed to operating as a hybrid workplace, offering employees flexibility. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role.