Customer Success Manager

Customer Success ManagerWe're hiring 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-native, HIPAA-compliant platform. In this position, you will be responsible for:Building strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient careMastering customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impactCreating and executing success plans and QBRs tracking clinical KPIs and operational metricsIdentifying expansion opportunities and optimization strategies that foster sustainable practice growthDiagnosing operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting valueProviding expert guidance throughout the customer journey—from onboarding and training to renewal and expansionServing as primary escalation point to resolve issues quickly and maintain exceptional customer satisfactionCollaborating with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needsDriving 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 you:You have 8+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companiesYou have a demonstrated track record managing complex books of business, including key accounts and at-risk clients, with measurable success in client health, retention, growth, and referenceabilityYou're an advanced practitioner who takes a consultative approach to maximize client value, mastering product positioning and best practices to influence stakeholders toward optimal outcomesYou can drive successful executive meetings and quarterly business reviews independently, excelling at leading difficult conversations with clients when neededYou're an excellent communicator with expert presentation skills, able to break down complex subjects for healthcare leaders from practice managers to C-suite executivesYou work autonomously on large, complex accounts while serving as a mentor to junior teammates, efficiently managing and delegating work to account teamsYou have advanced domain knowledge of company operations and user workflows, with experience in technical implementations including APIs, integrations, and platform configurationsYou possess strong understanding of business delivery models and operational nuances, with healthcare/healthtech experience strongly preferredYou're a high contributor to team and company goals, leading cross-functional initiatives and supporting sales functions in upsell negotiationsBonus points if you've worked with private practices, multi-provider groups, or health systems.Details:This is a full-time, NYC-Hybrid position.U.S. work authorization is required.The salary range for this position is a base between $105,000 - $130,000.Interview Process:Quick chat with someone from our Talent team (15 minutes)Meet with Caseley, VP of Customer Management & Emma, Director of Customer Success (30 minutes each)In Person: Case Study with Emma, Caseley and 2 other members of the Customer Success team (30 minutes)Final session with Tariq, COO (30 minutes)Reference ChecksLearn more at gethealthie.com/careers.Healthie 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.