Provider Success

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