Senior Customer Success Manager - Dental
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Job Description
Senior Customer Success Manager helping healthcare organizations maximize athenahealth’s healthcare IT solutions. Driving adoption, retention, growth, and measurable customer outcomes across dental accounts.
Responsibilities:
- Manage a portfolio of Small Group and Group customers on the athenahealth platform
- Build and manage customer relationships to understand business goals and drive successful outcomes
- Develop and maintain customer success plans
- Partner with product, training, support, and other internal teams to deliver customer value
- Conduct regular performance reviews with customer stakeholders
- Monitor customer performance using benchmarks and data insights
- Recommend workflow or configuration improvements
- Maintain consistent customer communication
- Identify customer satisfaction or retention risks and implement mitigation strategies
- Support product adoption and readiness for new features and enhancements
- Identify growth and expansion opportunities with account teams
- Integrate AI-enabled tools and insights into workflows and analyze customer performance trends
- Travel up to 20% annually as needed for customer engagements
- Facilitate connections between customers and athenahealth resources
- Provide visibility into product updates and roadmap enhancements
- Support customer feedback programs and community initiatives
- Apply healthcare industry trend knowledge to customer operations
- Coordinate cross-functional efforts to resolve customer challenges
- Document customer interactions, plans, and progress in internal systems
- Contribute to customer experience process improvements
Requirements:
- Bachelor’s degree or equivalent experience
- 3–5 years of experience in customer success, client services, healthcare operations, or a related field
- Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR) preferred
- Demonstrated ability to manage multiple customer relationships simultaneously
- Experience communicating with and influencing stakeholders at multiple levels, including leadership
- Ability to analyze data and translate insights into actionable recommendations
- Experience working cross-functionally in a collaborative environment
- Familiarity with healthcare specialties preferred
- Strong organizational skills with the ability to prioritize and manage competing demands
- Comfort working in a dynamic environment with changing priorities
Benefits:
- Annual discretionary bonus plan, variable compensation plan, and equity plans (depending on role eligibility)
- Health and financial benefits
- Commuter support
- Employee assistance programs
- Tuition assistance
- Employee resource groups
- Collaborative workspaces
- Flexible work arrangements and work-life balance support
- Book clubs
- External speakers
- Hackathons
- Learning-focused company culture
- Engaged team support
- Inclusive environment
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