Customer Success Manager

About Us: 
At Provider1st, we simplify the Release of Information (ROI) process for healthcare providers. By offering compliant, efficient, and patient first ROI services, we help healthcare organizations focus on what matters most—caring for patients. We're a fast-growing company committed to exceptional service, innovative technology, and building lasting relationships with our clients. 

Position Summary: 
We're seeking a proactive and personable Strategic Customer Success Manager to play a foundation role in building a Customer Success organization for Provider1st. In this role, you’ll be the main point of contact for a portfolio of healthcare provider clients, ensuring their ongoing satisfaction, adoption, and success with our ROI services. You'll play a critical part in onboarding new clients, nurturing relationships, resolving client issues, and identifying opportunities for growth and improvement. 

Requirements

Key Responsibilities: 

• Drive Customer Success outcomes by managing and growing our accounts 

• Managing the customer journey starting from onboarding to unlocking the full potential of our product offerings 

• Develop executive-level understanding of the healthcare industry and accounts through consultative thought partnership and strategic business reviews  

• Partnering with sales, operations and support to identify growth opportunities across your portfolio  

• Maintain and improve high customer renewal rates and reduce churn 

• Influence future lifetime value through higher product adoption, customer satisfaction and overall performance metrics 

• Work closely and cross-functionally with Sales, Operations, Support and Leadership Teams to develop programs and solutions that establish, expand, and deepen customer relationships 

• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years. 

• Help create a company-wide culture of customer-centricity 
   

Qualifications: 

• Minimum 5+ years of relevant experience, with 2+ years of focus on strategic customer-facing work 

• Strong focus on learning and understanding the goals and strategies of our customers to provide consultative solutioning  

• Ability to manage and influence through persuasion, negotiation, and consensus building 

• Entrepreneurial, self-sufficient, and self-driven approach  

• Comfortable making decisions under uncertainty 

• Thorough with attention to detail and a bias towards action 

• Strong empathy for customers and passion to achieve revenue expansion & growth 

• Analytical and process-oriented mindset 

• Strong understanding of value drivers in recurring revenue business models 

• Robust project management and client management skills  

• Enthusiastic and creative with the ability to inspire others 

• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships 

• Passionate about building a business that transforms the healthcare industry 

• Experience with sales and post-sales (ideal, but not required) 
   

Benefits

• Help shape the customer success function in a rapidly growing business 

• Opportunity to make a real impact on our business and our customers 

• Collaborative, mission-driven culture with growth opportunities 

• Remote-friendly workplace 
• 401K Plan
• Medical Benefits