Mid-Market Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Mid-Market Customer Success Manager based in United States.

This role sits at the intersection of customer success, healthcare technology, and revenue cycle operations, supporting mid-market healthcare organizations using a complex EHR platform. You will act as a strategic partner to customers, ensuring they derive maximum value from clinical, operational, and financial workflows. The position involves deep engagement with healthcare stakeholders, including practice administrators and executive leaders, to improve performance outcomes such as billing efficiency, claims processing, and revenue cycle health. You will also play a critical role in managing escalations, coordinating cross-functional teams, and driving long-term customer retention and expansion. The environment is fast-paced, highly collaborative, and requires strong analytical thinking alongside hands-on technical fluency. This is a highly impactful role where customer outcomes and platform adoption are directly tied to measurable business performance.

• Manage a portfolio of mid-market healthcare customers, ensuring strong retention, growth, and overall account health.
• Develop deep expertise in the EHR platform and associated clinical, operational, and revenue cycle management workflows.
• Lead consultative discussions with customers to identify needs, optimize workflows, and recommend best practices.
• Drive product adoption and usage aligned with financial and operational performance improvements.
• Own escalations end-to-end, coordinating across Product, Engineering, Support, RCM, and Sales teams.
• Identify churn risks early and implement proactive mitigation and success plans.
• Conduct regular business reviews focused on performance metrics, workflow efficiency, and financial outcomes.
• Identify expansion opportunities and support renewal conversations.
• Maintain accurate forecasting and customer health tracking in CRM tools such as Salesforce.

Requirements:

• 4–7 years of experience in Customer Success, Account Management, Healthcare Consulting, Implementation, or Support roles.
• Direct experience working with or supporting EHR platforms is required.
• Strong understanding of healthcare workflows including EHR, RCM, billing, claims, and payments processes.
• Proven experience managing complex escalations, including executive-level customer interactions.
• Ability to influence cross-functional teams without direct authority.
• Strong technical aptitude with the ability to analyze workflows and data.
• Excellent communication, presentation, and stakeholder management skills.
• Preferred experience in healthcare billing, practice operations, or financial performance metrics (AR days, denial rates, collections).
• Familiarity with CRM systems such as Salesforce and customer success tools.

Benefits:

• Competitive annual base salary ranging from 70,000 USD to 80,000 USD, depending on experience and location.
• Flexible work arrangements including fully remote, hybrid, or in-office options within the United States.
• Comprehensive health and wellness benefits starting on day one, including wellness stipend.
• 401k retirement plan with up to 4 percent employer match and immediate vesting.
• Flexible time off policy supporting strong work-life balance.
• Employee Stock Purchase Program for long-term financial growth opportunities.
• Ongoing investment in professional development and career growth.