Customer Success Associate, Enterprise

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

CSM Associate, Affiliates Team – Enterprise Service Tier

We are looking for an Associate Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with small practices that are affiliated with large healthcare organizations.  You will be part of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of these customers, and within your assigned book of customers you will establish yourself as a trusted advisor and business partner for their operational leadership.

The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case.  Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas.  We are a teaching and learning culture focused on making our customers successful.  You will have assignments which stretch your capabilities and assignments that showcase your strengths.  You will have teammates that support you in these assignments and learn from you with the unique skills and expertise that you bring to the team and develop from your work with your clients.  This will all feed your journey to becoming a top notch athena and industry expert.  Career advancement opportunities include increased responsibilities and performance at the Sr Associate level, as well as opportunities to work with other customers in the Service Tier to expand your industry and athena expertise. 

The Team: The Enterprise Service Tier works with our largest customers.  As an Associate on the Affiliates Team, you will work with small practices that have a close affiliation with a corporate entity, such as MDVIP, that has a direct relationship with athenahealth. The team collaborates to ensure the success of the individual member practices as well as the corporate entity. 

Job Responsibilities 

• Ensure customer satisfaction and retention within assigned book of accounts 

• Partner with internal stakeholders to tailor a long-term success plan for each client that aligns with their business goals 

• Document client communications and activities using Gainsight client management tool

• Prepare and manage regular customer performance review meetings 

• Help clients set up integrations, APIs and other technology offerings such as telehealth

• Mitigate attrition risks by identifying product gaps and coaching customers to take advantage of all available athenahealth resources 

• Work with the Sales Executive to identify growth opportunities and work with sales to identify reference clients

• Collaborate with the onboarding team to replicate onboardings in a standardized manner

Typical Qualifications 

• Bachelor’s degree preferred 

• 2-3 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services or implementation role.

• Executive-level communication and interpersonal skills and the ability to effectively navigate conflict.

• Strong working knowledge of Salesforce and Gainsight is a plus.

• Ability to work independently and as a member of an extended, cross-functional team 

About athenahealth 

• Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. 

• Our Location: This role can be based remotely or in-office. Our Global Headquarters is located in Watertown, MA, just a few miles from Boston. We have three other US locations in Atlanta, Austin and Belfast, ME. 

• Our Culture: At athenahealth, our employees (or “athenistas”)  are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you. 

• Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few. 

Expected Compensation

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.