Customer Success Manager - (Healthcare, ROI Services)

About Us

At Provider1st, we simplify the Release of Information (ROI) process for healthcare providers. By offering compliant, efficient, and patient first ROI services, we help healthcare organizations focus on what matters most caring for patients. We're a fast-growing company committed to exceptional service, innovative technology, and building lasting relationships with our clients.

About Provider1st Video

Position Summary

We’re seeking a proactive and personable Strategic Customer Success Manager to join our growing Customer Success team at Provider1st. Reporting to the Head of Customer Success, this role will own a portfolio of healthcare provider clients and be equally responsible for driving seamless onboarding and implementation of Provider1st ROI services, as well as building strong, ongoing client relationships.

You will play a key role in ensuring clients realize value quickly, adopt our solutions effectively, and continue to grow with us over time.

Key Responsibilities

• Own the end-to-end customer lifecycle, with equal emphasis on onboarding, implementation and ongoing customer success.
• Offer key support for onboarding and implementation of new clients, ensuring smooth transitions, timely go-lives, and strong early adoption.
• Act as the primary point of contact, building trusted relationships with client stakeholders.
• Drive customer engagement, satisfaction, and retention across your portfolio.
• Partner cross-functionally with Sales, Operations, and Support to deliver a seamless customer experience.
• Own client escalations from start to finish, working with internal teams to resolve them quickly and keep customers informed.
• Provide consultative guidance by understanding client workflows and aligning solutions to their goals.
• Identify opportunities for growth and expansion through increased adoption of services.
• Monitor customer performance, proactively address risks, and maintain high renewal rates.
• Contribute to improving processes and best practices as the Customer Success function scales.

Requirements

Qualifications

• Minimum 5+ years of relevant experience, with 2+ years of focus on strategic customer-facing work
• Strong focus on learning and understanding the goals and strategies of our customers to provide consultative solutioning
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven approach
• Comfortable making decisions under uncertainty
• Thorough with attention to detail and a bias towards action
• Strong empathy for customers and passion to achieve revenue expansion & growth
• Analytical and process-oriented mindset
• Strong understanding of value drivers in recurring revenue business models
• Robust project management and client management skills
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience with sales and post-sales (ideal, but not required)