Manager CSM, Small Group

About the role

Lead a team focused on helping customers achieve strong outcomes through athenahealth products and services. This role is responsible for coaching Customer Success Managers, supporting customer retention, improving account satisfaction, and helping resolve complex customer issues. The manager will also support operational goals, process improvements, and cross-functional initiatives that improve the customer experience. This role is based remote or hybrid and reports to a CSM Director in Small Group.

About the team

The Customer Success Management Small Group team partners with customers to understand their goals, support product adoption, and help them get value from athenahealth solutions. The team works closely with internal groups across customer support, operations, product, training, and other customer-facing teams to resolve issues and improve the overall customer experience. The team uses customer feedback, satisfaction data, operational metrics, and internal tools to identify trends, reduce risk, and support long-term customer success.

Responsibilities

• Lead, coach, and support a team of Customer Success Managers responsible for managing customer relationships and account outcomes.
• Manage team performance through regular one-on-one meetings, team discussions, goal setting, feedback, and performance management processes.
• Support Customer Success Managers in resolving complex customer issues from intake through confirmed resolution.
• Partner with cross-functional teams to identify customer risks, align solutions, and communicate updates clearly to customers and internal stakeholders.
• Monitor customer satisfaction, retention risk, account trends, and business performance metrics to identify opportunities for intervention and improvement.
• Guide team members in using available athenahealth resources, including customer support, training, customer communities, and internal subject matter experts.
• Support customer onboarding and ramp-up activities, including financial baseline discussions and collections realization goals.
• Develop action plans for customers at risk of leaving and partner with internal teams to address root causes.
• Manage assigned department projects and initiatives that support business goals, customer outcomes, and operational improvements.
• Use AI tools and related technology responsibly to improve team efficiency, summarize information, identify trends, and support decision-making while following company guidelines and data privacy expectations.
• Participate and contribute to the creation of AI functionality and workflows that help foster enhanced partnerships with customers to drive business outcomes.
• Share relevant business updates, customer insights, and process changes with team members to support alignment and consistency.
• Contribute to department-wide initiatives and cross-functional projects that improve customer success processes.
• Identify opportunities to simplify workflows, reduce customer friction, and improve internal collaboration.
• Maintain project plans, timelines, stakeholder updates, and key deliverables for assigned initiatives.
• Support team members in prioritizing work, documenting customer expectations, and keeping stakeholders informed.
• Participate in department and company performance management processes.
• Provide recommendations to leadership on customer trends, operational needs, and opportunities for improvement.

Qualifications

• Bachelor’s degree or equivalent combination of education and work experience required.
• 3 to 5 years of people management experience preferred.
• 3 to 5 years of healthcare, customer success, account management, client services, or related experience preferred.
• Experience coaching employees, providing performance feedback, and supporting career development.
• Ability to evaluate performance against established goals and provide clear, constructive feedback.
• Ability to gather information, identify patterns, assess cause and effect, and recommend practical solutions.
• Experience working with internal and external customers to understand goals, resolve issues, and support business outcomes.
• Foundational project management skills, including the ability to manage timelines, deliverables, stakeholders, and competing priorities.
• Strong communication skills, including the ability to communicate clearly in writing and in meetings with customers, team members, and leadership.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.

Pay

Expected base salary range: $97,000 - $165,000. Base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package — depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

Benefits

• Health and financial benefits.
• Location-specific perks, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces (some offices even welcome dogs).
• Flexible work arrangements to encourage a better work-life balance.
• Events throughout the year, including book clubs, external speakers, and hackathons.
• Company culture based on learning, support of an engaged team, and an inclusive environment where all employees are valued.