Customer Success Specialist

Role Summary

Are you a relationship-driven problem solver who thrives on helping clients succeed while working as part of a close-knit, high-performing team? At AdvancedMD, we are driven by your success. AdvancedMD is seeking an ambitious, client-focused Customer Success Specialist to join our Customer Success & Adoption Team. The Customer Success Specialist (CSM) will serve as the primary strategic liaison between AdvancedMD and its live clients, owning long-term satisfaction, retention, and growth by aligning our products and services with each client's unique business goals.

If you are a proactive, strategic team player who thrives in a collaborative environment and is passionate about delivering exceptional client experiences, we want to hear from you!

• Serve as the primary strategic point of contact and internal advocate for a portfolio of live AdvancedMD clients, building trusted long-term relationships
• Conduct scheduled Strategic Partner Reviews (SPRs) to evaluate client health, review platform utilization, discuss goals, and identify new opportunities
• Monitor open cases, issues, and escalations; coordinate with internal teams — Support, Billing, Implementation, and Product — to ensure timely and satisfactory resolution
• Collaborate with clients and the sales team to identify and support service change requests, new provider additions, and contract or pricing clarifications
• Proactively identify at-risk clients and develop targeted retention strategies in partnership with cross-functional stakeholders
• Communicate new product releases, feature enhancements, and FAQs to clients to drive adoption and maximize platform value
• Facilitate cross-departmental meetings as needed to address complex client needs and ensure alignment across all relevant AdvancedMD teams
• Identify upsell and cross-sell opportunities and collaborate with the sales team to drive expansion within the account base
• Guide clients on best practices for utilizing App Services for provider management, new subkeys, and purchased modules
• Assist in the development of client success playbooks and internal processes
• Perform other duties as needed and directed by leadership

• Bachelor's degree in a related field or equivalent experience
• 2+ years of experience in customer success, account management, or a client-facing role
• 4+ years of experience in the Healthcare IT industry
• Project management skills with the ability to manage client relationships and serve as a trusted strategic advisor
• Strong written and oral communication skills with the ability to translate technical concepts into business terms
• Experience with CRM tools for account tracking and activity documentation
• Organized and detail-oriented with the ability to manage multiple accounts simultaneously
• Ability to prioritize effectively and handle shifting priorities professionally
• Personal track record of being thorough, courteous, and responsive in client service

• 4+ years of experience in account management, client success, or a strategic client-facing role
• Experience in healthcare IT, EHR/practice management software, or medical billing
• Familiarity with AdvancedMD platform workflows including PM, EHR, and revenue cycle management
• PMP Certification
• Excellent verbal and written communication skills with a strong emphasis on active listening
• Ability to analyze information and use logic to address client issues and drive solutions
• Ability to work independently and as a contributing collaborator within a team
• Self-starter with the ability to organize work for maximum efficiency

• Hybrid office arrangement in the South Jordan, Utah office location. In Office training, with opportunity to work up to a flexible hybrid format. Remote work is contingent upon individual role, team structure and alignment to role KPIs.

• Competitive compensation and total rewards benefits
• Comprehensive health, dental, and vision insurance
• 401(k) with generous company match
• Paid time off and holidays
• Hybrid and remote work opportunities
• Career growth and development support
• Collaborative, team-oriented culture