Customer Success Associate (CSA), Provider

Responsibilities

• Account Planning: Partner with the Customer Success team to develop and execute strategic account plans that drive engagement, retention, and expansion opportunities. Synthesize customer insights, data trends, and renewal timelines into actionable next steps. Support renewal preparation, including forecasting and surfacing potential risks or growth opportunities.

• Customer Engagement & Relationship Building: Gradually assume ownership of customer relationships, leading meetings, delivering product training on new features, and managing follow-ups. Build credibility and trust with provider clients through confident, consultative communication and healthcare expertise.

• Operational Excellence: Support all phases of the post-sales customer lifecycle, including onboarding, renewals, and ongoing account management. Take ownership of operational tasks to develop a robust understanding of day-to-day customer success operations.

• Strategic Value: Participate in key projects critical to the team’s success, and present findings and recommendations to leadership, demonstrating both strategic thinking and effective communication skills.

• Cross-Functional Collaboration: Act as a customer advocate and internal liaison - partnering with Product, Engineering, and Sales to communicate feedback, identify workflow gaps, and shape future solutions. Participate in key strategic projects and present findings to leadership with clarity and confidence.

• Professional Development: Engage in learning and development opportunities to track toward the CSM role, including shadowing current CSMs, actively participating in customer meetings, and undergoing formal training programs.

Requirements

• Bachelor’s Degree in Business, Healthcare Management, or related field
• 3+ years of experience in a customer-facing role, preferably within healthcare, SaaS, or consulting
• Strong foundation in customer success principles - retention strategy, success planning, and value realization
• Exceptional communicator with executive presence and the ability to translate complex data or workflows into actionable insights
• Proven collaborator who builds trust across various teams and communicates effectively with diverse stakeholders
• Demonstrated proactive problem-solving skills with a strong commitment to customer satisfaction
• Calm under pressure, upbeat, and solution-oriented
• Effective ability to convey ideas and information concisely to a variety of audiences
• Highly motivated individual with a desire to grow professionally

Preferred Experience

• Healthcare Expertise (Provider Focus): Background in Revenue Cycle Management (RCM), managed care and payer contracting, claims workflows, reimbursement processes, or experience with EHR systems (Epic, Cerner, athenahealth) or provider data management
• Familiarity with CMS price transparency, No Surprises Act (NSA), or GFE/AEOB regulations
• SaaS & Technical Acumen: Experience supporting or implementing data-driven SaaS platforms or API
• Comfortable with tools like Salesforce, and familiar with healthcare interoperability or analytics
• SaaS start-up or consulting background preferred - comfortable with ambiguity and energized by building

Benefits

• Competitive pay with equity options
• Stellar health care plan options (Medical, Dental & Vision), with FSA, DCFSA, & HSA options
• Company-sponsored disability & life insurance
• Unlimited PTO
• 401(k) + 4% Matching
• Fully remote work + flexible working hours
• $750 work-from-home setup budget
• Paid quarterly in-person co-working weeks
• Quarterly $150 co-hanging stipend to meet up with coworkers
• Monthly $100 health and wellness benefit
• Generous paid family leave