Customer Success Manager

Overview

Humata Health Inc. seeks a proactive and outcome-focused Customer Success Manager (CSM) to join their team either remotely within the US or on a hybrid basis in Orlando, Florida. The CSM will champion customer satisfaction and success by managing key provider accounts, driving solution adoption, retention, and cultivating long-term partnerships.

Key Responsibilities

• Manage and strengthen assigned customer relationships to ensure smooth onboarding, effective implementation, and continuous support.
• Act as the main liaison and advocate for customers, promptly addressing their requirements and concerns.
• Build trusted advisor partnerships to enhance adoption of Humata Health products aligned with customers' strategic objectives and operational workflows.
• Create and execute tailored customer success plans to meet unique business goals.
• Bring industry best practices and leverage analytics to demonstrate product value and return on investment.
• Balance strategic vision with daily operational execution and troubleshoot challenges as they arise.
• Oversee the entire customer lifecycle, ensuring seamless transitions from implementation phases to regular operations.
• Collaborate closely with Growth, Product Development, and subject matter experts to integrate solutions meeting customer demands.
• Monitor and analyze performance metrics to guide proactive customer success strategies.
• Represent the customer voice in cross-functional projects improving user experience and product quality.
• Lead customer feedback sessions and guarantee actionable insights influence ongoing product and service enhancements.
• Drive customer retention and initiate renewals by consistently showcasing product value.
• Identify expansion opportunities based on customer needs and advocate for additional services.
• Develop customized reports and presentations highlighting client achievements, savings, and progress toward goals.
• Conduct formal account health discussions and future planning presentations with stakeholders.

Role Requirements

• A Bachelor’s degree in Business, Economics, Healthcare Administration, or related discipline.
• Minimum five years’ experience in a customer success or consulting capacity, preferably in healthcare or technology sectors.
• Proven capacity to operate in small teams, adept at both strategic planning and tactical execution.
• Strong relationship-building skills with diverse stakeholders including executives and operational leaders.
• Excellent communication and presentation abilities, capable of customizing messaging for varied audiences.
• Proficiency with PowerBI and a data-driven approach using analytics.
• Analytical thinker skilled at monitoring key performance indicators and deriving insights.

Desirable Skills & Experience

• Experience thriving in early-stage company environments and small teams.
• Knowledge of healthcare operations such as prior authorization or revenue cycle management optimization.
• Willingness to travel up to 30% for business needs.

Interview Process

• Initial phone screening with HR.
• Interview with hiring manager.
• Case study and roundtable discussion.
• Reference checks.
• Final offer.

Why Join Humata Health?

• Contribute to innovative healthcare solutions that enhance efficiency and patient care.
• Benefit from remote work flexibility combined with access to an office in Winter Park, FL.
• Competitive salary, equity participation via an Employee Stock Option Plan, and eligibility for bonuses.
• Comprehensive benefits including unlimited paid time off and 401(k) with employer matching.
• Opportunities for career advancement and professional growth.
• An inclusive culture valuing diversity and contributions of all team members.

Additional Information

Humata Health offers pay transparency in qualifying regions and bases compensation on various factors including experience, qualifications, skills, and location. The company is an equal opportunity employer committed to nondiscrimination based on protected categories.

Join Humata Health’s mission to revolutionize healthcare while achieving work-life harmony whether working remotely or on-site.