Provider Success
Own provider accounts end-to-end, driving adoption, workflow transformation, and advocacy within medical practices and health systems. Build playbooks and scalable processes while partnering cross-functionally to expand platform usage.
About the job
Responsibilities
- Own a portfolio of provider organizations, serving as their primary strategic partner and driving long-term adoption, growth, and advocacy
- Lead providers through workflow change: map stakeholders, build champions, secure executive buy-in, and drive adoption across teams, locations, specialties, and users
- Build trusted relationships with provider teams at every level, from frontline staff to leadership, creating users who actively advocate for Forus internally and externally
- Analyze account health, adoption patterns, provider behavior, and operational friction to identify risks, uncover opportunities, and drive action
- Lead business reviews, adoption reviews, and strategic planning conversations that connect provider goals to measurable outcomes and continued platform expansion
- Serve as the provider’s voice inside Forus, partnering with Product, Operations, and Engineering to turn what you see across accounts into what we build and solve next
- Define and refine the Provider Success playbook, including onboarding plans, adoption frameworks, lifecycle stages, health metrics, escalation paths, stakeholder engagement models, and SOPs
Requirements
- 2-10 years of experience in customer success, implementation, account management, client service, post-sales operations, or another customer-facing role with meaningful ownership
- Experience owning customers after sale, including onboarding, stakeholder management, activation, expansion, retention, and escalation
- Consultative approach to customer relationships: you can understand how an organization works, identify what matters, and guide customers toward measurable outcomes
- Comfort building process in ambiguity, including playbooks, health metrics, handoffs, documentation, escalation paths, and repeatable operating rhythms
- Strong written and verbal communication that helps you build trust with providers, align internal teams, and drive follow-through
- Track record of moving quickly, improving as you learn, and going to unreasonable lengths to deliver on goals
- High NPS with your former teammates
Nice-to-Haves
- Experience in healthcare, medical practices, or health systems
- Background in workflow transformation or change management within provider organizations
Skills
Customer Success, Account Management, Stakeholder Management, Onboarding, Workflow Transformation, Business Reviews, Playbook Development, Process Building, Relationship Building, Strategic Planning
Similar jobs
Customer Success jobs
Sleeper
United States
Customer Success Associate supporting Sleeper's sports gaming platform (Sleeper Picks DFS product) on night shift. Responsibilities include user support via multiple channels, fraud review, feedback collection, and collaboration with internal teams. Requires 2+ years customer support experience, strong communication, empathy, and availability for nights/weekends/holidays.
GovDash
United States
Owns customer onboarding from signed deal through early adoption, including discovery, implementation, training, migration, and handoff to Account Management. Requires 2+ years of proposal development or capture experience and strong client communication skills.
Tigerdata
United States
Own a portfolio of technical B2B SaaS customers, driving onboarding, adoption, retention, expansion, and advocacy. The role requires at least two years of customer success experience, technical fluency with databases or infrastructure, and the ability to engage both executive and engineering stakeholders.
Forge
Sioux Falls, SDCustomer Success Specialist supporting clients with self-directed retirement accounts via phone, chat, and email. Requires 2+ years customer service experience, strong communication skills, and ability to solve complex issues.
Okta
Chicago, IL
Supports customers in adopting and securely using Auth0 and related identity technologies through proactive outreach, technical guidance, webinars, and cross-functional programs. The role is designed for new graduates with strong communication, analytical skills, and foundational knowledge of IAM, SaaS, cloud infrastructure, and security.