Customer Success Manager - Healthcare (ROI Services)

About the Company

Provider1st helps healthcare organizations handle Release of Information (ROI) work in a compliant, efficient, and patient-centered way so their teams can stay focused on patient care. The company is growing quickly and emphasizes strong service, practical innovation, and long-term client partnerships.

Role Overview

Provider1st is looking for a proactive, relationship-driven Strategic Customer Success Manager to support its Customer Success team. Reporting to the Head of Customer Success, this person will manage a portfolio of healthcare provider clients and take ownership of both successful onboarding/implementation and long-term account growth. The goal of the role is to help customers realize value early, adopt the service effectively, and continue expanding their partnership with Provider1st.

Key Responsibilities

• Manage the full customer journey, giving equal attention to implementation, onboarding, and ongoing success after launch.
• Run onboarding and rollout activities for new clients to ensure smooth transitions, timely go-lives, and early usage of the service.
• Serve as the main contact for client stakeholders and develop trusted, productive relationships.
• Strengthen customer engagement, satisfaction, and retention across assigned accounts.
• Work closely with Sales, Operations, and Support to deliver a coordinated customer experience.
• Advise clients by learning their workflows and tailoring solutions to their business goals.
• Spot opportunities for expansion through deeper adoption of services.
• Track customer health, address risks early, and support strong renewal performance.
• Help refine processes and best practices as the Customer Success team grows.

Required Qualifications

• At least 5 years of relevant experience, including 2 or more years in strategic, customer-facing work.
• Ability to quickly understand customer goals and business strategy and turn that into consultative recommendations.
• Confidence in influencing others through persuasion, negotiation, and consensus-building.
• Independent, resourceful, and self-motivated working style.
• Comfort making decisions when information is incomplete or uncertain.
• Strong attention to detail with a bias toward action.
• High empathy for customers and a strong interest in driving revenue growth and expansion.
• Analytical, structured, and process-oriented approach.
• Good understanding of value drivers in recurring revenue business models.
• Strong project management and client management capabilities.
• Creative, energetic, and able to motivate others.
• Excellent communication and presentation skills, with a commitment to strong internal and external relationships.
• Interest in helping build a company that is transforming healthcare.
• Experience across sales and post-sales work is preferred but not mandatory.

Benefits

• Competitive pay with an annual performance-based bonus.
• The chance to create meaningful impact for the business and its customers.
• A collaborative, mission-led environment with strong opportunities for growth and career development.
• Remote-friendly work setup.
• Medical, dental, vision, and life insurance coverage.

Additional Information

This role focuses on ROI services for healthcare providers and combines implementation, customer relationship management, retention, and expansion responsibilities. A consultative mindset, strong client ownership, and the ability to work cross-functionally are central to success in this position.