Customer Success Associate

Customer Success Associate (Remote – EST)

Optomi, in partnership with a healthcare organization that owns and operates its own home care software platform, is seeking a Customer Success professional to join their team remotely. This role will serve as the primary customer-facing liaison for clients using an EMR/home care management software, driving successful implementations, relationship management, and alignment between customers and the development team. You will manage ticket prioritization, customizations, and integrations while ensuring workflows meet customer needs and regulatory requirements.

• Acting as the bridge between customers and the EMR/product development team.
• Guiding clients through EMR software implementation and adoption, ensuring compliance and workflow optimization.
• Working proactively to solve challenges and manage customer relationships.
• Participating in a lean, collaborative team with hands‑on leadership.

• Strong experience in home care or home health operations and working with EMR or similar healthcare software.
• Familiarity with caregiver onboarding, compliance, Medicaid billing, and state regulations.
• Customer‑facing experience where communication, problem‑solving, and troubleshooting software workflows are key.
• Ability to prioritize tickets, customization requests, and development needs.
• Comfort learning and using software platforms quickly.
• Nice to have: light technical exposure, ticketing systems, and basic SQL familiarity.

• Serve as the primary point of contact for EMR software clients, ensuring smooth onboarding and adoption.
• Proactively manage customer accounts, check in regularly, and resolve issues before they escalate.
• Prioritize and track tickets, software customizations, and feature requests in collaboration with the development team.
• Support EMR implementations (~3 months from demo to go‑live), ensuring accuracy and compliance.
• Translate customer feedback into actionable insights for product improvements.
• Collaborate with internal teams to maintain account health and customer satisfaction.
• Track KPIs and contribute to adoption and success reporting.