Customer Success Manager

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.

US - Remote

As a Customer Success Manager at Greenway Health, you will play a pivotal role in ensuring the success and satisfaction of our healthcare clients. You will be responsible for building strong relationships, understanding client needs, and driving value through our health information technology solutions. With a focus on proactive engagement and continuous improvement, you will collaborate closely with internal teams and healthcare providers to drive adoption, optimize workflows, and maximize the impact of our products and services.

• Serve as the primary point of contact for assigned healthcare clients, building strong relationships and fostering open communication.
• Understand the unique needs and challenges of each client, providing tailored solutions and strategic guidance to drive success.
• Collaborate cross-functionally with sales, product development, professional services, and support teams to ensure a seamless client experience.
• Proactively monitor client usage and adoption of our products and services, identifying opportunities for optimization and expansion.
• Act in a consultative capacity on our health information technology solutions, providing guidance and best practices to clients.
• Advocate for the needs of our clients within the company, driving product improvements and enhancements based on client feedback and market trends.
• Monitor client satisfaction metrics and implement strategies to enhance overall client experience and retention.
• Prepare regular reports and updates for clients, highlighting key performance metrics and accomplishments.
• Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients.
• Conduct strategic account reviews with clients to assess performance, identify opportunities for improvement, and develop action plans to drive success.
• Develop and deliver executive-level presentations and business reviews to articulate value propositions, highlight achievements, and drive alignment on strategic priorities.
• Identify and pursue opportunities for upselling and cross-selling additional products/services to existing clients, driving revenue growth and maximizing client lifetime value.

• Bachelor’s degree in business administration, marketing, or a related field.
• Proven experience in client-facing roles, with a focus on client success, account management, or sales.
• Previous experience in healthcare information technology is a plus.

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• A passion for delivering exceptional client service and driving positive outcomes for clients.
• Strong problem-solving abilities and a proactive approach to addressing client needs.
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• Familiarity with CRM software and other client management tools.
• Keen understanding of the ambulatory care space
• Strong healthcare information technology industry, regulatory, and product knowledge
• Commitment to continuous education
• Proven negotiation and presentation skills
• Excellent listening and communication skills
• Change agent across verticals, being agile in an ever-changing industry.
• Help facilitate and adopt change internally and externally.
• Ability to prioritize and manage multiple high priority projects simultaneously.
• Strong delegation skills (internal and external)
• Accountability driver (internal and external)
• Adapt to modernization of tools to communicate with clients.
• High EQ
• Ability to identify upsell/cross-sell opportunities.

• While at work, this position is…