athenahealth
Lead Customer Success Manager - Enterprise Service Tier
athenahealth, Boston, Massachusetts, us, 02298
Join us in our mission to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Lead Customer Success Manager - Enterprise Service Tier
We are seeking an experienced Lead Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. In this pivotal role, you will build and nurture strong relationships with some of our largest clients, ensuring their complete post-sale success and satisfaction. As a trusted advisor and business partner, you will work closely with operational leadership to meet their unique needs.
The ideal candidate will possess a blend of product knowledge, industry insights, innovative problem-solving abilities, and exceptional client relationship management skills. Our collaborative team culture promotes skill development, allowing you to thrive while sharing your strengths with others. You will manage challenging situations with a calm, cooperative approach, while continuously learning the intricacies of athena's products. Those with strong technical acumen will address data and integration challenges and enhance their understanding of quality programs, patient experiences, or revenue cycle management.
In this role, you will lead client governance efforts, fostering robust relationships with operational leaders, including VP and C-suite executives. Your efforts will be crucial in driving change, issue resolution, and expanding athena's business with clients. You will have opportunities to grow your expertise and deliver exceptional value to large clients either as part of a CSM team or as the lead manager for select major clients.
The Team:
The Enterprise CSM team partners with our largest customers. As a Lead Manager on this team, you will play a significant role in supporting one of our most innovative clients. Key Responsibilities: Enhance customer satisfaction and retention within your assigned accounts. Build trusted relationships with client leadership, conducting performance reviews to align business goals with value-driven frameworks. Collaborate with internal teams to address challenges and optimize the athena solution for your clients. Develop customized long-term success plans for each client that align with their objectives, coordinating with internal experts to deliver results. Identify and prioritize potential client attrition risks, applying mitigation strategies with the help of internal expertise. Mentor and collaborate with fellow CSMs to cultivate continuous improvement in customer success practices. Typical Qualifications: Bachelor's degree preferred. 7+ years of professional experience, ideally within healthcare revenue cycle management or EMR in a sales, service, or operations role. Strong executive-level communication and interpersonal skills, capable of resolving conflicts effectively. Familiarity with Salesforce and Gainsight is a plus. Ability to work both independently and as part of a cross-functional team. About athenahealth Our Vision:
To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Location:
This role is available for remote work or can be based in any of our U.S. offices. Our Culture:
At athenahealth, our employees, known as athenistas, are dedicated to making healthcare smarter. We prioritize teamwork, inclusivity, and the unique contributions of our diverse workforce. If you're looking for an opportunity to push boundaries and transform the healthcare landscape, athenahealth is the place for you. Our Benefits:
In addition to comprehensive health and financial benefits, we offer various perks to promote employee wellbeing such as commuter support, collaborative workspaces, and dog-friendly offices. At athenahealth, we are not just about work; we foster a culture that supports learning, collaboration, and individual value. Join us in reshaping the future of healthcare.
The Enterprise CSM team partners with our largest customers. As a Lead Manager on this team, you will play a significant role in supporting one of our most innovative clients. Key Responsibilities: Enhance customer satisfaction and retention within your assigned accounts. Build trusted relationships with client leadership, conducting performance reviews to align business goals with value-driven frameworks. Collaborate with internal teams to address challenges and optimize the athena solution for your clients. Develop customized long-term success plans for each client that align with their objectives, coordinating with internal experts to deliver results. Identify and prioritize potential client attrition risks, applying mitigation strategies with the help of internal expertise. Mentor and collaborate with fellow CSMs to cultivate continuous improvement in customer success practices. Typical Qualifications: Bachelor's degree preferred. 7+ years of professional experience, ideally within healthcare revenue cycle management or EMR in a sales, service, or operations role. Strong executive-level communication and interpersonal skills, capable of resolving conflicts effectively. Familiarity with Salesforce and Gainsight is a plus. Ability to work both independently and as part of a cross-functional team. About athenahealth Our Vision:
To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Location:
This role is available for remote work or can be based in any of our U.S. offices. Our Culture:
At athenahealth, our employees, known as athenistas, are dedicated to making healthcare smarter. We prioritize teamwork, inclusivity, and the unique contributions of our diverse workforce. If you're looking for an opportunity to push boundaries and transform the healthcare landscape, athenahealth is the place for you. Our Benefits:
In addition to comprehensive health and financial benefits, we offer various perks to promote employee wellbeing such as commuter support, collaborative workspaces, and dog-friendly offices. At athenahealth, we are not just about work; we foster a culture that supports learning, collaboration, and individual value. Join us in reshaping the future of healthcare.