Customer Success Specialist

Overview

Company Overview

At Integrity Support, Inc. (), we are passionate about serving those who serve others. We support behavioral health providers through a cloud-based EHR, clearinghouse, and billing platform that helps agencies deliver care efficiently, compliantly, and at scale.

We measure success not just by revenue, but by the real impact our customers make every day. If you enjoy building meaningful relationships, solving complex problems, and helping customers succeed long-term, we’d love to hear from you.

Position Summary

The Customer Success Specialist is responsible for ongoing customer success after onboarding. This role partners with customers to ensure they are confidently using Checkpoint EHR, maintain healthy billing and claims workflows, and continuously improve how they operate on the platform. The Customer Success Specialist does not own initial onboarding; instead, they focus on adoption, optimization, satisfaction, and retention throughout the customer lifecycle.

• Customer Relationship & Adoption
  • Serve as the primary point of contact for assigned customers post-onboarding
  • Build trusted, long-term relationships with customers through proactive outreach
  • Guide customers in adopting features and workflows aligned with their goals
  • Identify usage gaps, risks, or inefficiencies and proactively address them
  • Reinforce best practices and help customers maximize value from Checkpoint EHR
• Billing & Claims Support
  • Monitor customer claims processing and denial trends
  • Assist customers in understanding claim issues and resolution paths
  • Coordinate with internal billing, EDI, and support teams as needed
  • Help customers navigate payer requirements and system workflows
• Training & Ongoing Support
  • Provide ongoing training (live, recorded, or written) after onboarding
  • Respond to customer inquiries via phone, email, and ticketing systems within defined SLAs
  • Escalate complex or systemic issues appropriately
  • Document customer interactions, outcomes, and risks clearly
• Customer Health & Retention
  • Monitor customer satisfaction, sentiment, and engagement
  • Identify early warning signs of churn or disengagement
  • Share customer feedback and trends with leadership and internal teams
  • Support retention efforts through strong relationships and measurable outcomes
• What Winning Looks Like
  • Customers feel supported, confident, and engaged
  • Customers steadily adopt relevant features over time
  • Claims workflows remain healthy with fewer avoidable issues
  • Risks are identified early and addressed proactively
  • Customer satisfaction and retention remain strong

• High School diploma or equivalent (required)
• 1+ year of customer service or customer-facing experience (preferred)
• Experience in healthcare, SaaS, EHRs, or billing workflows is a plus
• Strong verbal and written communication skills
• Ability to explain complex topics clearly and empathetically
• Detail-oriented with strong problem-solving abilities
• Comfortable working independently in a remote environment
• Experience with Microsoft Office (Outlook, Word, Excel, Teams)
• Ability to maintain HIPAA and PHI confidentiality
• Experience using ticketing or CRM systems (Zendesk preferred)

• Full-time (40 hours/week)
• Monday–Friday, 8:00am–5:00pm Eastern
• Fully remote

• A no-gossip, growth-oriented, supportive team environment
• Competitive salary based on experience
• Paid Time Off: 15 days
• Holidays: 10
• Volunteer Days: 5
• Health Insurance
• Temporary Medical Leave
• 401(k) with 4% company match
• Tuition reimbursement: $2,500/year
• Internet reimbursement
• Company-provided computer and cellphone

If this sounds like a fit, we’d love to hear from you. Please send your resume to  Qualified applicants will be contacted to schedule a preliminary phone interview.

This is a remote position.