Customer Success Manager

Customer Success Manager

Position Summary

Help healthcare organizations achieve better outcomes by maximizing the value of athenahealth solutions. The Customer Success Manager (CSM)is responsible forpost-sale success, including driving customer satisfaction, product adoption, retention, and growth across a portfolio of accounts. This role partners closely with customer stakeholders and internal teams to deliver measurable businessimpact. This position is based in the United States (remote or hybrid, depending on location) and reports to a Customer Success leadership role.

About the Team

The Customer Success team focuses on helping healthcare organizations realize the full value of athenahealth’s products and services. The team partners with practice leaders, providers, and operational stakeholders to align solutions with business goals and improve performance outcomes. Team members collaborate closely with cross-functional partners acrossproduct, sales, onboarding, and support. The team plays a key role in driving long-term customer outcomes and strengtheningthe customer relationship.

Essential Job Responsibilities

• Manage a portfolio of Group andEnterprisecustomers, supporting their success and growth on the athenahealth platform

• Build and manage relationships with assigned customers to understand business goals and drive successful outcomes

• Develop andmaintainsuccess plans aligned with customer priorities and performance objectives

• Partner with internal teams (e.g., product, training, support) to ensure customers achieve value from athenahealth solutions

• Conduct regular performance reviews with customer stakeholders to track progress andidentifyopportunities for improvement

• Monitor customer performance using benchmarks and data insights, recommending workflow or configuration improvements

• Maintain consistent communication with customers to address questions, updates, and ongoing initiatives

• Identifyrisks to customer satisfaction or retention and implement mitigation strategies in collaboration with internal teams

• Support product adoption and readiness for new features and enhancements

• Partner with account teams toidentifyopportunities for growth and expansion

• Familiarity with AI-enabled productivity tools, automation platforms, or >The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

  About athenahealth

  Our vision:In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

  Our company culture:Our talentedemployees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

  Our DEI commitment:Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

  What we can do for you:

  Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborativeworkspaces — some offices even welcome dogs.

  We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment,full-time. With consistent communication and digital collaboration tools, athenahealthenablesemployees to find a balance that feels fulfilling and productive for each individual situation.

  In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

  Learn more about our culture and benefits here: athenahealth.com/careers

  https://www.athenahealth.com/careers/equal-opportunity