Customer Success Manager

About Healthix

Healthix is the leading public health information exchange in New York State, linking thousands of healthcare providers, hospitals, payers, and community organizations to enhance care quality, safety, and efficiency. By securely sharing health information, Healthix equips clinicians, care teams, and public health partners with crucial data to make informed decisions and improve outcomes for the communities they serve.

Currently undergoing organizational transformation, Healthix is moving beyond basic data exchange to make health information more actionable and impactful for healthcare providers and community initiatives. This shift emphasizes strengthening community partnerships, advancing health equity, and fostering innovative connections between healthcare and community-based services. Programs like Healthix Connects encourage community engagement and support healthier neighborhoods.

Role Overview

Healthix is seeking a proactive Customer Success Manager with healthcare experience. This role functions as a strategic partner for customers throughout their lifecycle, focusing on fostering engagement, satisfaction, product use, retention, and growth. The CSM will establish strong ties with healthcare and community partners, act as a trusted advisor for multiple stakeholders, and thoroughly understand customer objectives, workflows, and challenges. The position requires aligning Healthix solutions with customer goals, identifying expansion opportunities, and collaborating cross-functionally to deliver outstanding experiences.

Key Duties

• Manage a customer portfolio, acting as the lead contact for relationship oversight, strategic advice, and problem solving
• Oversee customer onboarding and implementation to ensure seamless integration, strong adoption, and early realization of value
• Develop trusted relationships with stakeholder groups including executives, clinical teams, operations, and IT partners
• Gain a deep understanding of workflows and organizational priorities to propose strategies enhancing product use and customer value
• Track customer satisfaction, engagement, and usage to identify risks proactively and encourage retention
• Conduct business reviews, success planning, and feedback sessions to reinforce relationships and drive continuous improvement
• Identify prospects for account growth and expanded services by linking customer needs with Healthix capabilities
• Collaborate with sales, product, project management, and operations teams to align goals, manage escalations, and execute strategic plans
• Prepare and present materials that communicate value, progress, and future recommendations
• Maintain comprehensive documentation in CRM systems covering activities, updates, risks, and performance metrics
• Support customer engagement events like industry conferences and local health fairs to build relationships and broaden Healthix's presence
• Contribute to enterprise and customer success initiatives that enhance participant and organizational outcomes
• Participate in in-person engagement events, including Health Fairs and conferences

Qualifications and Skills

• Bachelor's degree in healthcare administration, business, public health, or closely related discipline
• At least four years of experience in customer success, account management, client services, or similar customer-facing positions, preferably in healthcare or health IT
• Experience supporting healthcare entities such as health systems, payers, providers, public health agencies, or community organizations
• Proven track record in driving customer onboarding, adoption, retention, and growth
• Strong ability to build credibility and effectively communicate with executives, clinicians, operational leaders, and technical personnel
• Excellent oral, written, presentation, and consultative communication skills
• Solid understanding of healthcare operations, terminology, workflows, and technology-driven solutions
• Preferred experience with EHR systems, clinical portals, health information exchange platforms, or other health data tools
• Strong analytical thinking and problem-solving aptitude to interpret customer needs and recommend actionable solutions
• Highly organized, capable of managing multiple accounts and priorities in a dynamic setting
• Proficiency in Microsoft Office and CRM software such as Salesforce
• Ability to travel for customer meetings, industry conferences, and onsite engagements as required

Additional Information

The position reports to the Director of Customer Success within the Customer Success department. It is a full-time, exempt role with a 40-hour workweek, Monday through Friday from 9 AM to 5 PM. The annual salary range is $125,000 to $165,000. Candidates must be legally authorized to work in the United States at hiring; Healthix does not sponsor employment visas or offer related immigration benefits.