Customer Success Manager

Our Mission Healthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare. Healthie is proud to power clinically excellent healthcare for over 40,000 providers who deliver clinically excellent healthcare - longitudinal and collaboratively, with patient and provider experiences at the center. Both healthcare and technology are undergoing unparalleled industry innovation, and it’s incredible to see the momentum - from consumers, from providers, and from reimbursement for this type of healthcare - grow exponentially. We provide the powerful infrastructure every care delivery organization needs. On the surface this includes EHR, Scheduling, Engagement, Billing, Data, and much more. Underneath the iceberg are thousands of configurations, settings, widgets, automations, and limitless capabilities because we are an API-first platform. Our fully brandable platform makes it easy for clinics and organizations of any size to scale and never reach a limit. Today, over 3 billion API calls are made to Healthie every month, as thousands of organizations who work with more than 21 million patients in total, rely on Healthie to deliver clinically excellent healthcare in over 35 specialties, from behavioral healthcare to complex chronic care management and personalized medicine. We believe in the power of technology to improve access to healthcare and we’re building the rails that make this a reality. We work fast and with quality because we provide business-critical, healthcare-critical software that clinicians and patients need for a better healthcare system. We’re customer-obsessed, operate with lightning-fast processes and responses, and always share our product roadmap publicly- so customers can see what we’re building, and remain relentlessly focused on how care gets delivered. Healthie is backed by leading investors, and while we've $42M raised to date, more importantly, we operate with fiscal responsibility and have been profitable for more than half of our time as a company. We know that building an ONC-Certified EHR is a lifetime’s body of work, and we are here to build for our customers forever. Learn more at https://www.gethealthie.com/

About the role We're hiring a Customer Success Manager! You'll join Healthie's Customer Success team in making a meaningful impact on healthcare accessibility and innovation through our AI-native, HIPAA-compliant platform. In this position, you will be responsible for:

• Building strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient care

• Mastering customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impact

• Creating and executing success plans and QBRs tracking clinical KPIs and operational metrics

• Identifying expansion opportunities and optimization strategies that foster sustainable practice growth

• Diagnosing operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value

• Providing expert guidance throughout the customer journey—from onboarding and training to renewal and expansion

• Serving as primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction

• Collaborating with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs

• Driving measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization

About you

• You have 3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies

• You have a demonstrated track record managing complex books of business, including key accounts and at-risk clients, with measurable success in client health, retention, growth, and referenceability

• You're an advanced practitioner who takes a consultative approach to maximize client value, mastering product positioning and best practices to influence stakeholders toward optimal outcomes

• You can drive successful executive meetings and quarterly business reviews independently, excelling at leading difficult conversations with clients when needed

• You're an excellent communicator with expert presentation skills, able to break down complex subjects for healthcare leaders from practice managers to C-suite executives

• You work autonomously on large, complex accounts while serving as a mentor to junior teammates, efficiently managing and delegating work to account teams

• You have advanced domain knowledge of company operations and user workflows, with experience in technical implementations including APIs, integrations, and platform configurations

• You possess strong understanding of business delivery models and operational nuances, with healthcare/healthtech experience strongly preferred

• You're a high contributor to team and company goals, leading cross-functional initiatives and supporting sales functions in upsell negotiations

• Bonus points if you've worked with private practices, multi-provider groups, or health systems.

Details, details

• This is a full-time, NYC-Hybrid position.
• U.S. work authorization is required.
• The salary range is $105,000 - $155,000 per year (OTE) annually.

Interview Process

• Quick chat with someone from our Talent team (15 minutes)
• Interview with Caseley (20 minutes)
• Interview with Emma (30 minutes)
• Case Study with Emma, Caseley and 2 other members (that we rotate) of the Customer Success team (45 minutes)
• Final session with Tariq, COO (30 minutes)
• Reference Checks

Learn more at gethealthie.com/careers. Healthie is subject to HIPAA and other security and privacy frameworks, and this job entails training and conformance to expectations regarding security and compliance. Healthie participates in e-verify. Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.