Customer Success Manager

Our Mission

Healthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare. 

Healthie is proud to power clinically excellent healthcare for over 40,000 providers who deliver clinically excellent healthcare - longitudinal and collaboratively, with patient and provider experiences at the center. Both healthcare and technology are undergoing unparalleled industry innovation, and it’s incredible to see the momentum - from consumers, from providers, and from reimbursement for this type of healthcare - grow exponentially. 

We provide the powerful infrastructure every care delivery organization needs. On the surface this includes EHR, Scheduling, Engagement, Billing, Data, and much more. Underneath the iceberg are thousands of configurations, settings, widgets, automations, and limitless capabilities because we are an API-first platform. Our fully brandable platform makes it easy for clinics and organizations of any size to scale and never reach a limit. 

Today, over 3 billion API calls are made to Healthie every month, as thousands of organizations who work with more than 21 million patients in total, rely on Healthie to deliver clinically excellent healthcare in over 35 specialties, from behavioral healthcare to complex chronic care management and personalized medicine.

We believe in the power of technology to improve access to healthcare and we’re building the rails that make this a reality. We work fast and with quality because we provide business-critical, healthcare-critical software that clinicians and patients need for a better healthcare system. We’re customer-obsessed, operate with lightning-fast processes and responses, and always share our product roadmap publicly-  so customers can see what we’re building, and remain relentlessly focused on how care gets delivered.

Healthie is backed by leading investors, and while we've $42M raised to date, more importantly, we operate with fiscal responsibility and have been profitable for more than half of our time as a company. We know that building an ONC-Certified EHR is a lifetime’s body of work, and we are here to build for our customers forever.

Learn more at https://www.gethealthie.com/

About the role

We're hiring for a Customer Success Manager. You'll join Healthie's Customer Success team in making a meaningful impact on healthcare accessibility and innovation through our AI powered, HIPAA-compliant platform.

• Build strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient care

• Master customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impact

• Create and execute success plans and QBRs tracking clinical KPIs and operational metrics

• Identify expansion opportunities and optimization strategies that foster sustainable practice growth

• Diagnose operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value

• Provide expert guidance throughout the customer journey—from onboarding and training to renewal and expansion

• Serve as primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction

• Collaborate with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs

• Drive measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization

About you

• You have 3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies

• You have experience supporting a book of business and building strong client relationships, contributing to customer  health, retention, and growth with guidance from senior team members

• You take a proactive, customer-first approach to helping clients get value from the platform, learning how to position features and best practices effectively

• You can confidently lead recurring customer calls and support business reviews, with coaching and partnership from senior teammates when navigating more complex conversations

• You’re a strong communicator who can clearly explain product workflows and concepts to healthcare teams, from individual providers to operations leads

• You can manage your accounts independently day-to-day, while knowing when to escalate risk, ask for support, and collaborate cross-functionally

• You’re developing strong domain knowledge of our platform and client workflows, and are comfortable supporting configurations, basic integrations, and troubleshooting alongside Implementation and Support

• You’re building your understanding of healthcare operations and business models, with a strong interest in deepening industry expertise

• Willingness to travel as needed to support customer relationships, strategic initiatives, and team collaboration

• You contribute positively to team goals, support expansion opportunities, renewals  and collaborate with Sales and Product to advocate for customer needs

Bonus points if you've worked with private practices, multi-provider groups, or health systems.

Details

• This is a full-time hybrid position in NYC (3 days in office)

• U.S. work authorization is required

Interview process

• Quick chat with Katie, Director of Talent (15 minutes)

• Interview with Caseley, Vice President of Customer Success (20 minutes)

• Interview with Emma, Director of Customer Success (30 minutes)

• Case Study with Emma, Caseley, and 2 other members (that we rotate) of the Customer Success team (30 minutes)

• Final session with Tariq, COO (30 minutes)

• Final Sync with Emma, Director of Customer Success (15 minutes)

• Reference checks

Healthie is subject to HIPAA and other security and privacy frameworks, and this job entails training and conformance to expectations regarding security and compliance.

Healthie participates in e-verify.

Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.