Customer Success Manager

Job detailsApplication formOur MissionHealthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare. Healthie is proud to power clinically excellent healthcare for over 40,000 providers who deliver clinically excellent healthcare - longitudinal and collaboratively, with patient and provider experiences at the center. Both healthcare and technology are undergoing unparalleled industry innovation, and it’s incredible to see the momentum - from consumers, from providers, and from reimbursement for this type of healthcare - grow exponentially. We provide the powerful infrastructure every care delivery organization needs. On the surface this includes EHR, Scheduling, Engagement, Billing, Data, and much more. Underneath the iceberg are thousands of configurations, settings, widgets, automations, and limitless capabilities because we are an API-first platform. Our fully brandable platform makes it easy for clinics and organizations of any size to scale and never reach a limit. Today, over 3 billion API calls are made to Healthie every month, as thousands of organizations who work with more than 21 million patients in total, rely on Healthie to deliver clinically excellent healthcare in over 35 specialties, from behavioral healthcare to complex chronic care management and personalized medicine.We believe in the power of technology to improve access to healthcare and we’re building the rails that make this a reality. We work fast and with quality because we provide business-critical, healthcare-critical software that clinicians and patients need for a better healthcare system. We’re customer-obsessed, operate with lightning-fast processes and responses, and always share our product roadmap publicly- so customers can see what we’re building, and remain relentlessly focused on how care gets delivered.Healthie is backed by leading investors, and while we've $42M raised to date, more importantly, we operate with fiscal responsibility and have been profitable for more than half of our time as a company. We know that building an ONC-Certified EHR is a lifetime’s body of work, and we are here to build for our customers forever.Learn more at https://www.gethealthie.com/About the roleWe're hiring for a Customer Success Manager. 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 careMaster customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impactCreate and execute success plans and QBRs tracking clinical KPIs and operational metricsIdentify expansion opportunities and optimization strategies that foster sustainable practice growthDiagnose operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting valueProvide expert guidance throughout the customer journey—from onboarding and training to renewal and expansionServe as primary escalation point to resolve issues quickly and maintain exceptional customer satisfactionCollaborate with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needsDrive measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organizationAt Healthie, we are AI-enabled and AI-accelerated in how we build. We are looking for team members who actively leverage AI-powered development tools, embrace automation, and help teams adopt modern, AI-assisted engineering practices to increase velocity and quality.About youYou have 3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companiesYou have experience supporting a book of business and building strong client relationships, contributing to customer health, retention, and growth with guidance from senior team membersYou take a proactive, customer-first approach to helping clients get value from the platform, learning how to position features and best practices effectivelyYou can confidently lead recurring customer calls and support business reviews, with coaching and partnership from senior teammates when navigating more complex conversationsYou’re a strong communicator who can clearly explain product workflows and concepts to healthcare teams, from individual providers to operations leadsYou can manage your accounts independently day-to-day, while knowing when to escalate risk, ask for support, and collaborate cross-functionallyYou’re developing strong domain knowledge of our platform and client workflows, and are comfortable supporting configurations, basic integrations, and troubleshooting alongside Implementation and SupportYou’re building your understanding of healthcare operations and business models, with a strong interest in deepening industry expertiseWillingness to travel as needed to support customer relationships, strategic initiatives, and team collaborationYou contribute positively to team goals, support expansion opportunities, renewals and collaborate with Sales and Product to advocate for customer needsBonus points if you've worked with private practices, multi-provider groups, or health systems.Details, detailsThis is a full-time hybrid position in NYC (3 days in office)U.S. work authorization is requiredInterview ProcessQuick chat with someone from our Talent team (15 minutes)Interview with Caseley, Vice President of Customer Success (20 minutes)Interview with Emma, Director of Customer Success (30 minutes)Case Study with Emma, Caseley, and 2 other members (that we rotate) of the Customer Success team (30 minutes)Final session with Tariq, COO (30 minutes)Final Sync with Emma, Director of Customer Success (15 minutes)Reference checksHealthie is subject to HIPAA and other security and privacy frameworks, and this job entails training and conformance to expectations regarding security and compliance.Healthie participates in e-verify.Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day. Apply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload filePersonal InformationFirst name*Last name*Email*Phone*🇺🇸+1LinkedIn URL*Github URLStackoverflow URLWebsite URLAddress*No options availablePhotoDrag and drop files or click to uploadSupported files: .pdf & .docx, up to 10 MBProfileEducationAddExperienceAddResume*Drag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBCover LetterDrag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBQUESTIONSAre you located in NYC and open to a hybrid (2-3 days/per week in office) work schedule?*YesNoThis is a hybrid position located in the United States and U.S. work authorization is required. Are you based in the United States and possess U.S. work authorization?*How did you hear about Healthie?*Equal Opportunity EmployerHelp us be an equal opportunity employerYou are requested (but not required) to fill in the personal data below. This information is used solely for government reporting and will not influence our hiring decisions.Race or ethnicitySelect...GenderSelect...Self-identification of Veteran status(Completion is voluntary and will not subject you to adverse treatment)Healthie is a Government contractor subject to the Section 4212 of the Vietnam Era Veterans's Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, which requires Government contractors to take affirmative action to employ and advance in employment: (1) Disabled veterans - A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disability; (2) Recently separated veteran - A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air service; (3) Active duty wartime or campaign badge veteran - A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of Defense; (4) Armed forces service medal veteran - A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209). If you believe that you belong to any of the categories of protected veterans, please indicate by making the appropriate selection.Veteran StatusSelect...PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.Healthie does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.Note: This organization uses AI to screen applications for fraud. By applying, you agree to have your data processed.Apply for this positionJob detailsApplication form