# Provider Success

**Company:** [Forus](https://hotfix.jobs/companies/forus)
**Location:** New York, NY
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Stakeholder Management, Onboarding, Workflow Transformation, Business Reviews, Playbook Development, Process Building, Relationship Building, Strategic Planning
**Posted:** 2026-06-24

> 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.

## Job Description

## 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

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