Customer Success Manager

About the role

You'll join Healthie's Customer Success team in making a meaningful impact on healthcare accessibility and innovation through our AI powered, HIPAA-compliant platform.

• Build strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient care
• Master customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impact
• Create and execute success plans and QBRs tracking clinical KPIs and operational metrics
• Identify expansion opportunities and optimization strategies that foster sustainable practice growth
• Diagnose operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value
• Provide expert guidance throughout the customer journey—from onboarding and training to renewal and expansion
• Serve as primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction
• Collaborate with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs
• Drive measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization

About you

• You have 3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies
• You have experience supporting a book of business and building strong client relationships, contributing to customer health, retention, and growth with guidance from senior team members
• You take a proactive, customer-first approach to helping clients get value from the platform, learning how to position features and best practices effectively
• You can confidently lead recurring customer calls and support business reviews, with coaching and partnership from senior teammates when navigating more complex conversations
• You’re a strong communicator who can clearly explain product workflows and concepts to healthcare teams, from individual providers to operations leads
• You can manage your accounts independently day-to-day, while knowing when to escalate risk, ask for support, and collaborate cross-functionally
• You’re developing strong domain knowledge of our platform and client workflows, and are comfortable supporting configurations, basic integrations, and troubleshooting alongside Implementation and Support
• You’re building your understanding of healthcare operations and business models, with a strong interest in deepening industry expertise
• Willingness to travel as needed to support customer relationships, strategic initiatives, and team collaboration
• You contribute positively to team goals, support expansion opportunities, renewals and collaborate with Sales and Product to advocate for customer needs

Details

• This is a full-time hybrid position in NYC (3 days in office)
• U.S. work authorization is required
• The salary range is $125,000 - $155,000 per year. (OTE) annually