Manager, Customer Success Management
2 months ago
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Opportunity: CSM Small Group Managers lead an operational plan incorporating goals and objectives ensuring athenahealth services and products support our customers’ business objectives while providing continued value to the Customer and driving long-term account satisfaction and growth. The Manager will make certain their direct reports balance their responsibilities to our clients and to the department, while achieving performance expectations. We are responsible for leading the adoption and implementation of policies and procedures that optimize the customer experience and are accountable for customer retention and prevention of churn across our customer base. Ensure direct reports are adhering to expectations of all Operating Mechanisms including Client Activity Tracking, Escalation Tracking, Client Watchlist, Approved Credits, and other goals established by CSM leadership. Position Summary: The CSM Small Group Manager will lead and support a team of Customer Success Associates who provide a Best-in-Class Customer Success experience. Success against business goals is carefully monitored through a series of operating mechanisms which create visibility and accountability at all levels of the organization and help us identify best practices and implement process changes to achieve our desired outcomes. We are focused on customer satisfaction and retention through proactive interventions, reactive issue management, and communication of the value of athenahealth services. Responsibilities may include, but are not limited to: Talent Management / Development: The CSM Small Group, People Manager provides support and coaching to their associates, assists with handling escalated issues, and develops a highly functioning team. As a People Manager, you are the day-to-day contact supporting their activities, performance management, and career development. Work across product and operational lines to identify complex issues, collaborate with internal teams/resources, identify resolutions, and effectively communicate back to our most strategic clients. Lead team members as they drive resolution of complex, technical issues from receipt and clarification through confirmation of successful resolution. Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during all phases. Share information and assign work to link employees' work to athena's vision and market strategy/brand. Establish clear performance expectations and hold people accountable for results. Participate and complete all established department and companywide performance management processes. Provide coaching on performance and adherence to process during 1x1s and team meetings. About athenahealth Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work. athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at taoperations@athenahealth.com for assistance. Equal Opportunity #J-18808-Ljbffr
-
Customer Success Manager
21 hours ago
Boston, United States LeanIX Jobs Full timeLeanIX is looking for a Customer Success Manager to join our growing team and guide customers through their journey with the company’s suite of products. The Customer Success department is an integral team within LeanIX, ensuring that our customers are not only retained but are empowered to be successful. The ideal candidate will have a passion for IT and...
-
Customer Success Manager
4 weeks ago
Boston, United States Axon Enterprise Inc Full timeThe Customer Success Manager owns the post-sales experience between Axon and our small-market customers, driving value realization and return on the clients investment. Successful Customer Success Managers are technology-savvy individuals that partn Manager, Customer, Technology, Retail, Benefits, Support
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States LinkSquares Full timeCustomer Success ManagerAt LinkSquares, we're on a mission to help our customers grow by delivering best-in-class services and support. As a Customer Success Manager, you'll play a critical role in achieving this goal by leading a team of Customer Success Managers (CSMs) and driving the vision for our customer experience.Responsibilities:Manage a team of...
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States Smartsheet Full timeJob SummarySmartsheet is seeking a highly skilled Manager of Customer Success to join our team. As a key member of our Customer Success organization, you will be responsible for leading a team of Customer Success Managers and partnering with internal teams to execute on our company vision.This is a unique opportunity to make a significant impact on our...
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States Amwell Full timeCustomer Success ManagerAmwell is seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for building and maintaining strong relationships with our customers, ensuring their success with our products, and driving growth and retention.Key...
-
Customer Success Manager
1 week ago
Boston, Massachusetts, United States Board International Full timeJob DescriptionAt Board International, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our organization, you will be responsible for driving customer success and growth through strategic planning, account management, and relationship building.Key Responsibilities:Develop and execute customer success plans to drive...
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States BOARD International Full timeAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at BOARD International. As a key member of our organization, you will be responsible for driving customer success and growth through strategic planning, account management, and relationship-building.Key ResponsibilitiesDevelop and execute customer success plans to drive...
-
Customer Success Manager
7 days ago
Boston, Massachusetts, United States Seekup Strategies Full timeCustomer Success ManagerAt Seekup Strategies, we are seeking a dedicated Customer Success Manager to manage and optimize the customer experience through a customer-centric approach, ensuring retention, expansion, and overall satisfaction.Key Responsibilities:Provide an exceptional customer experience by adopting a customer-first mindset.Take ownership of all...
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States Rhapsody Full timeAbout RhapsodyRhapsody is a leading provider of healthcare IT solutions, dedicated to accelerating innovation and improving outcomes through seamless data exchange and quality solutions.Job SummaryThe Customer Success Manager will play a pivotal role in ensuring customer satisfaction and driving long-term business relationships. This individual will oversee...
-
Customer Success Manager
1 month ago
Boston, United States IP Fabric Full timeAbout IP Fabric Join a pioneering force in network automation! At IP Fabric, we enable people to uncover the truth about their networks. Built by network professionals and industry experts, our innovative solutions are transforming how enterprises manage their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and...
-
Customer Success Manager
3 days ago
Boston, United States LeanIX Full timeSAP LeanIX is looking for a Customer Success Manager to join our growing team and guide customers through their journey with the company's suite of products. The Customer Success department is an integral team within SAP LeanIX, ensuring that our customers are not only retained but are empowered to be successful. The ideal candidate will have a passion for...
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States Smartsheet Full timeAbout the RoleSmartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools.We're revolutionaries - so for us changing the way the world works is all in a day's work.As a Manager of Customer Success, you will manage a team of...
-
Customer Success Manager
7 days ago
Boston, Massachusetts, United States Verve Full timeAbout VerveVerve is a pioneering company that is revolutionizing the wearable solutions industry by empowering individuals to move freely and safely. We are seeking a highly skilled and dedicated Customer Success Manager to drive our commercialization and go-to-market strategy.This role offers a unique opportunity to work with a talented team of experts who...
-
Customer Success Manager
3 months ago
Boston, United States Nasuni Full timeDescription Customer Success Manager Location: Boston Seaport Company: Nasuni On-site: 3 Days Onsite About Us: Nasuni is a high-growth hybrid cloud storage company dedicated to transforming how businesses store, manage, and protect their data. Our cutting-edge solutions enable seamless data management and protection across hybrid and multi-cloud...
-
Customer Success Manager
4 weeks ago
Boston, Massachusetts, United States Beacon Hill Full timeCustomer Success ManagerWe are seeking a highly skilled Customer Success Manager to join our team at Beacon Hill. As a key member of our organization, you will be responsible for overseeing a team of Customer Service Representatives, managing escalations, processes, and workflow.Key Responsibilities:Lead a team of Customer Service Representatives to achieve...
-
Customer Success Manager
5 months ago
Boston, United States TransPerfect Full timeTransPerfect Is More Than Just a Job... Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. Job Description 1.0 OVERVIEW The Customer Success Manager is responsible for the global account, ensuring...
-
Customer Success Manager
4 weeks ago
Boston, Massachusetts, United States Beacon Hill Full timeCustomer Success ManagerWe are seeking a highly skilled Customer Success Manager to join our team at Beacon Hill. As a key member of our organization, you will be responsible for overseeing a team of Customer Service Representatives, managing escalations, processes, and workflow.Key Responsibilities:Hold the Customer Service team accountable for productivity...
-
Customer Success Manager
1 week ago
Boston, Massachusetts, United States Rhapsody Full timeAbout Rhapsody:Rhapsody is a leading healthcare IT company that aims to accelerate innovation by easing data access burden. Our mission is to change the way healthcare data is exchanged between providers and health insurance companies.We provide data exchange and data quality solutions that enable information to move seamlessly from one system to another....
-
Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States BOARD International Full timeAt Board International, we're looking for a Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for retaining, building, and growing our current customer base.Working closely with our sales teams and acting as a bridge between various teams, you will ensure that our customers are up for success....
-
Customer Success Manager
5 hours ago
Boston, United States Spiro Technologies, Inc. Full timeWe’re looking for a Customer Success Manager to join our growing team at Spiro. In this role, you will be responsible for strengthening and maintaining our customer relationships, helping with technical support, holding executive business reviews, and identifying business growth opportunities. The ideal candidate has some experience in Sales or Customer...
