Senior individual contributor responsible for driving exceptional customer experiences and ensuring the long-term success of key accounts. This role focuses on the strategic management of high-value, complex customers, providing expert-level guidance and proactive solutions to enhance customer satisfaction, retention, and product adoption. Leverage deep product expertise, industry knowledge, and strong interpersonal skills to foster long-lasting relationships with customers, addressing their unique needs, overcoming challenges, and driving measurable outcomes. Act as the primary advocate for customers, collaborating with internal teams to continuously improve the customer experience and ensure that customer feedback is integrated into product and service enhancements. This role requires strong leadership, critical thinking, and the ability to work with senior stakeholders both internally and externally. Impact will be measured by customer retention and satisfaction alongside the ongoing optimization of the customer journey and outcomes

EXPERIENCE AND SKILLS WE’RE SEEKING:

• 5+ years of customer success experience in healthcare technology or SaaS
• Understanding of healthcare billing workflows, revenue cycle management, and reimbursement models
• Experience managing a large book of business with varied account sizes and complexity
• Demonstrated ability to prioritize effectively across numerous accounts
• Strong data analysis skills to identify trends and opportunities across your portfolio
• Excellent communication skills with ability to engage at both executive and operational levels
• Experience with customer success platforms and CRM systems
• A willingness to share with the team practices at your prior companies that helped create great customer experiences.

• Manage a diverse portfolio of 100-200 healthcare accounts, balancing attention between strategic and growth clients
• Develop and execute success plans tailored to each customer segment to drive platform adoption and identify and share best product workflows that help them close process gaps and improve success metrics
• Identify expansion opportunities within existing accounts and collaborate with Sales on upsell strategies
• Conduct regular business reviews with key stakeholders to demonstrate ROI and value realization
• Monitor account health metrics to proactively address potential churn risks
• Serve as the voice of the customer to internal teams, advocating for client needs and feature requests
• Guide customers through product updates and new feature releases to maximize platform utilization
• Collaborate with Implementation and Support teams to ensure seamless customer experiences
• Track and analyze usage patterns to identify opportunities for deeper platform integration
• Develop scalable approaches for managing a high volume of accounts while maintaining quality engagement
• Be a great facilitator and problem solver building relationships internally and externally, focused around enabling customer growth, satisfaction, and product loyalty.
• Develop strong relationships with key stakeholders of our customers ensuring the best possible customer experience.
• Be an expert on EverHealth products maintaining a deep understanding of our solutions.