Customer Success Director

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

Reporting to the Vice President of Group Customer Success, this Director will have overall responsibility and accountability for a book of business within the Group service tier focused on a key set of specialties. This person will drive customer success in their book by curating amazing customer experiences and the achievement of customer outcomes on the athenahealth platform, translating into high retention, low attrition, and strong growth.

As part of this role, the Director will successfully and effectively manage a team of Customer Success Managers (CSMs) through day-to-day coaching, enablement, client support, performance management, and issue resolution. The Director and their team will proactively identify risks and opportunities within their book of business, identify solutions for client challenges, and take ownership for delivering resolutions in partnership with cross-functional teams.

In addition to accountability for their entire book of customers, the Director will also contribute meaningfully by leading key projects, processes and initiatives to support the larger service tier.

• Direct the team in the performance of the prescribed service model for their respective customers. Mentor, coach and supervise the overall performance of the team and model exceptional customer success practices
• Create an environment of growth and continuous improvement by modeling the way and encouraging others to build self-awareness
• Provide regular, actionable, and clear feedback in service of improving the customer experience, including team performance against goals and metrics
• Directly observe team members throughout the year during performance coaching calls or customer visits
• Foster a sense of urgency for self and others in reaching goals and meeting deadlines
• Consistently acknowledge and credit others for their contributions and accomplishments
• Ensure that the team has the right mix of skills and leverages the strengths of individual members
• Position each team member where they can succeed at bringing value to the customer and their peers, where they can develop new knowledge and new skills, and where they are sufficiently and appropriately challenged such that they gain valuable experience that will help them advance their careers
• Work with other CSM leaders and cross-functional partners to ensure that we are capitalizing on collaboration opportunities across all areas of the business to deliver shared value to customers
• Address/request needs for new staff as customer base grows based on staffing model
• Assist with interviewing, hiring, and onboarding of outstanding new team members
• Facilitate and encourage inclusive partnerships, behaviors, and working relationships among a diverse group of coworkers, stakeholders, and external partners

• Be accountable for helping to meet annual and quarterly goals related to customer attrition, performance KPIs, Net Promotor Score and other relevant metrics (e.g. Partnership Initiative adoption)
• Lead high priority and high business impact internal initiatives
• Grow advocacy among our customer base by proactively identifying risks, opportunities, and impact on customer satisfaction and retention
• Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives to appropriately map athenahealth functionality and associated business benefits to address their needs
• Advocate internally for book of business; e.g. specialty needs and gaps related to products or services

• Accurately forecast attrition and rate changes weekly, demonstrating an active, credible, and up-to-date knowledge of the status of accounts under management
• Strategically and intentionally manage to goals, KPIs and targets, proactively identifying, socializing and executing new tactics and needs to achieve them
• Strategic mindset and able to think beyond the day-to-day, taking a long-term, big-picture view of the business

• Mitigate customer attrition risk. Identify, advocate for and activate resources to proactively and reactively prevent attrition; e.g. Advisory Services engagements
• Manage customer escalations. Directly communicate with customers and/or elevate internally when appropriate, ensuring speedy and conscientious follow through
• Effectively network with and build trusted relationships with key customer leaders
• Attend and support customer leadership calls and conduct onsite visits when appropriate

• Bachelor’s degree required; advanced degree a plus
• 6-12 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role
• Knowledge of Behavioral Health a…