Customer Success Manager

Responsibilities

• Own and nurture relationships with assigned customers to ensure seamless onboarding, implementation, and ongoing support.
• Act as the primary point of contact and advocate for customers, proactively addressing their needs and concerns.
• Establish a trusted advisor relationship with customers to drive the adoption of Humata Health’s solutions.
• Develop and execute success plans tailored to customers' strategic goals and operational workflows.
• Leverage insights on industry best practices and analytics to demonstrate value and ROI.
• Balance high-level strategic planning and manage day-to-day tactical execution and problem-solving.
• Oversee the customer lifecycle, ensuring smooth transitions from implementation to day-to-day operations.
• Collaborate with internal teams, including Growth, Product Development, and SME’s, to align solutions with customer needs.
• Track and analyze key metrics related to Humata’s performance and inform proactive strategies.
• Serve as the voice of the customer, driving cross-functional initiatives to improve user experience and product performance.
• Serve as facilitator for customer feedback sessions and ensure actionable insights are integrated into product and service improvements.
• Drive customer retention and renewals by consistently demonstrating value.
• Identify opportunities for scope expansion or additional solutions based on customer needs.
• Deliver tailored reports and presentations that highlight customer outcomes, including cost savings, performance metrics, and progress toward goals.
• Prepare for and lead formal presentations to discuss account health and future plans.

Requirements

• Bachelor’s degree in Business, Economics, Healthcare Administration, or a related field.
• 5+ years of experience in a customer success or consulting role, preferably in healthcare or technology.
• Experience working in small teams where both strategic thinking and tactical execution are required daily.
• Proven ability to build and maintain relationships with stakeholders at all levels, including executives and operational teams.
• Exceptional communication and presentation skills, with a talent for tailoring messaging to diverse audiences.
• Proficient in PowerBI and data analytics.
• Strong analytical mindset with experience in tracking and interpreting key performance indicators (KPIs).

Preferred Experience & Skills

• Demonstrate ability to work effectively in small team environments and early-stage companies.
• Familiarity with healthcare operations, prior authorization, or revenue cycle workflow optimization.
• Willingness to travel as required (up to 30%).