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About the Role
Drive the strategic health and growth of a portfolio of high-value customers, serving as a trusted advisor throughout the post-implementation customer journey. Partner closely with Sales and Implementation teams to ensure smooth transition into long-term adoption, value realization, and renewal success. Lead executive business reviews, drive product adoption, and help customers achieve their clinical and financial goals through strategic guidance and data-driven insights. Act as a primary internal advocate, collaborating cross-functionally with R&D, Support, and Implementation teams to address customer challenges, navigate escalations, and influence platform improvements based on customer feedback. This role requires an assertive professional who thrives in fast-paced environments and can translate complex data into actionable strategies that optimize outcomes within our customers’ ecosystems.
Responsibilities
- Serve as the primary point of contact for a portfolio of enterprise customers, building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value and retention.
- Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring the platform's impact aligns with the customer’s clinical and financial objectives.
- Manage the customer journey, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value-driven success plan.
- Proactively drive usage growth by identifying new user groups, conducting staff training, and providing "best practice" blueprints to ensure deep integration of the tool suite.
- Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks.
- Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows.
- Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust.
- Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience.
Requirements
- 3+ years of experience in Customer Success, Account Management, Service Delivery, Project Management, or a related client-facing role.
- Healthcare or state government industry experience or familiarity with interoperability tools (e.g., Availity) is strongly preferred.
- Experience managing customer relationships and driving adoption within SaaS or healthcare technology environments.
- Strong communication and presentation skills, including experience delivering customer-facing business reviews or strategic updates.
- Experience with CRM and Customer Success platforms such as HubSpot and Vitally preferred.
- Experience using data and analytics to identify risks, measure success, and drive customer outcomes.
- Ability to collaborate cross-functionally with Product, Support, Sales, and Implementation teams.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Proactive, solutions-oriented mindset with a strong focus on customer outcomes and retention.
Skills
- Customer Success
- Account Management
- Service Delivery
- Project Management
- Client-facing
- SaaS
- Healthcare technology
- Communication
- Presentation
- CRM
- Customer Success platforms
- HubSpot
- Vitally
- Data and analytics
- Organizational skills
- Generative AI
- Interoperability tools
- Availity
Location
- Austin, Texas
- Madison, Wisconsin
Work Type
- In office
- Full-time
Experience Level
- 3+ years of experience
Benefits
- 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
About the Company
- We value being together: We believe being together enables stronger relationships, collaboration, and culture.
- We’re building a diverse, inclusive team. You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities.
Equal Opportunity
- It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.