athenahealth · 5 days ago
Customer Success Manager
Boston, MA
Full-time
Hybrid
Mid, Senior Level
5+ years expathenahealth is focused on creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Customer Success Manager will ensure customer satisfaction, optimization, revenue retention, and growth by building effective relationships and aligning customer goals with athena's services.
Enterprise SoftwareHealth CareInformation TechnologyMedical
Responsibilities
Proactively coach, advise and enable customers to achieve optimal performance on the athena platform
Create a shared, proactive success plan and strategy for each customer that aligns with their business goals and individual needs
Coordinate appropriate internal domain experts to assist customers in getting the most from their investment in athena, including training, consulting, product, and support teams
Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
Build and cultivate strong C-level and decision-maker relationships to ensure alignment with organizational goals and shared initiatives for improvement
Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement and recommend appropriate configuration and workflow best practices
Maintain regular call and communication cadences with assigned customer(s) to ensure progress to goals and responsiveness to client needs, projects, plans, questions and requests
Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs
Ensure ongoing adoption of a customer’s existing athenahealth products and readiness for new features and enhancements as part of athena’s release schedule
Raise opportunities for growth to the account’s Account Executive
Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
Provide transparency into the product roadmap, identifying and facilitating opportunities for customers to improve their efficiency or effectiveness by leveraging new or planned enhancement, and to participate in shaping the future of our platform to better meet their needs
Partner with customer leadership to ensure overall success of all customer selected quality and VBC programs
Drive outstanding customer experiences through speedy issue resolution and a pervasive customer obsession mentality
Curate positive experiences as your assigned customers interact with the various functions and departments within athena, acting as the customer’s advocate and champion
Deliver extremely high responsiveness and conscientious follow-through on client needs and requests
Assess and prioritize issues that may lead to customer dissatisfaction, leveraging your own expertise as well as internal experts to mitigation issues
Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations
Connect customers to available athenahealth resources including customer support, training, advisory services, product leadership, and the customer community
Apply project management and cross-departmental influence working with the customer and athena teams to track progress and drive resolution for escalated customer issues, coordinating internal and external teams as necessary and documenting appropriately
Qualification
Required
Bachelor's degree strongly preferred, ideally in Business Administration, Healthcare Management, Health Informatics, Public Health, or another closely related field
5–7 years of related professional experience, ideally within healthcare or a closely aligned industry, with demonstrated expertise in revenue cycle management and/or electronic medical records (EMR), gained through roles in sales, client services, operations, or other strategic support functions
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
Direct experience or familiarity with revenue cycle management at a healthcare-related practice or company a strong plus
Familiarity or experience working in an established medical specialty, such as pediatrics, family medicine, women's health, community health, orthopedics, or behavioral health a strong plus
Stellar customer relationship skills and high emotional intelligence
Self-driven and results-oriented with a positive and constructive outlook
Ability to successfully negotiate difficult conversations
Strong customer service mindset
Ability to efficiently manage and prioritize work across multiple accounts
Ability to take initiative with little to no direction
Proactive and high energy work style
Conflict resolution skills
Empathic communicator with a consultative approach, able to see things from other person's point of view
Very strong problem-solving ability and ownership, regardless of subject matter
Ability to travel as needed, typically 20% or less
Ability to work independently as well as part of an extended, cross-functional team
Benefits
Commuter support
Employee assistance programs
Tuition assistance
Employee resource groups
Collaborative workspaces
Flexibility
Events throughout the year, including book clubs, external speakers, and hackathons
Company
athenahealth
Athenahealth is a provider of medical practice automation and claims management software to medical groups and health systems.
5001-10000 employees
H1B Sponsorship
athenahealth has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (94)
2024 (84)
2023 (61)
2022 (108)
2021 (84)
2020 (74)
Funding
Current Stage
Public CompanyTotal Funding
$40MKey Investors
Venrock
2021-11-22Acquired
2017-05-18Post Ipo Equity
2007-09-20IPO
Leadership Team
Eddie Ross
Vice President, Payer
Anil Patil
Executive Director Engineering
Recent News
2026-01-16
HealthCareIT News
2025-12-30
2025-12-19
Company data provided by crunchbase