Customer Success Manager bei Healthix

JOB TITLE: Customer Success Manager / Associate
REPORTS TO: Associate Director, Customer Success
DEPARTMENT: Customer Experience
HOURS: 40 Hours
FLSA STATUS: Exempt
EFFECTIVE DATE: September 2, 2025

POSITION SUMMARY:
We are seeking a proactive and relationship-driven Customer Success Manager (CSM) with proven
experience in the healthcare industry. This is a dual capacity role, driving engagement, satisfaction,
product adoption and customer retention while supporting new customer acquisition efforts. The primary
focus will be on enhancing engagement with community and health industry partners, both existing and
prospective, across various initiatives and services. On site support extends to Customer, Community, City
and State initiatives serving as a trusted advisor, deeply understanding the unique needs of healthcare
organizations, research, and public health collaborations. The key priority is creating opportunities to
generate revenue and deliver greater value through helping them align our solutions with their business
goals.

KEY RESPONSIBILITIES:
• Provide essential support to the Corporate Strategic initiatives including those related to Participant
based projects.
• Proactively engage potential partners and customers, effectively communicating the value
proposition of Healthix’s offerings and services.
Build and cultivate strong, trusted relationships with customers, serving as their primary contact.
Understand customer workflows, business initiatives and challenges and develop strategies to guide
product adoption.
Lead seamless onboarding processes for new customers and identify upsell opportunities among
existing customers.
Generate sales materials, including presentations, proposals, and collateral, to support the sales
process and effectively communicate key messages.
Develop and nurture strong relationships with key stakeholders, including C-suite executives,
Clinicians, and IT professionals
Develop and maintain a healthy sales pipeline with qualified leads and opportunities at various stages
of the sales cycle.
Partner with product and project management teams to ensure alignment on customer success
strategies and objectives.
Monitor customer satisfaction, product usage and engagement metrics, while proactively identifying
and mitigating risks.
Develop a thorough understanding of the value of Healthix products and customer utilization to
deliver and drive outcomes.
• Conduct regular business reviews and feedback sessions to strengthen relationships and inform
product development/enhancements.
• Maintain detailed documentation in CRM systems (i.e. Salesforce) and create reports and
dashboards to track performance.
Must participate in person customer engagement events such as Health Fairs and conferences.

QUALIFICATIONS:
Bachelor’s Degree in Healthcare Administration, Business or related field.
Minimum of four (4+) years experience in a customer success, account management, relationship
management or business development role, preferably in a healthcare or health IT environment.
Experience supporting large health systems, payers or provider networks.
Five to ten in-person customer visits required per quarter with a minimum of 20 visits per calendar
year (customer visits meet criteria)
Ability to travel to local/nationwide conferences as required.
Excellent verbal and written communication skills to effectively convey information to customers.
Comfortable presenting to senior leadership, including C-suite executives.
Strong understanding of healthcare organizations, operations, terminology and technical concepts.
Skilled in managing multiple customer accounts and competing priorities in a dynamic environment.
Strong analytical and problem-solving abilities to address challenges and provide effective solutions.
Experience working with EHRs, clinical portals or health data systems.
Self-motivated with the ability to work independently in a hybrid work environment.
Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook) and Salesforce.