JOB TITLE: Customer Success Manager

REPORTS TO: Director of Customer Success

DEPARTMENT: Customer Success

HOURS: 40 Hours Monday - Friday 9:00a - 5:00p

FLSA STATUS: Exempt

JOB TYPE: Full-Time

RATE: $125k - $165k

Applicants must be legally authorized to work in the United States at the time of hire. Healthix is unable to sponsor employment visas or provide immigration-related employment benefits now or in the future.

About Healthix

Healthix is the largest public health information exchange (HIE) in New York State, securely connecting thousands of healthcare providers, hospitals, health plans, and community organizations to improve the quality, safety, and efficiency of care. Through the secure exchange of health information, Healthix helps ensure that clinicians, care teams, and public health partners have access to the data they need to make informed decisions and deliver better outcomes for the communities they serve.

As part of our ongoing organizational transformation, Healthix is expanding its focus beyond data exchange to making health information more actionable and impactful for healthcare providers, community partners, and public health initiatives. This transformation reflects our commitment to strengthening community partnerships, improving health equity, and supporting innovative approaches that connect healthcare with community-based services.

Through initiatives such as Healthix Connects, our internal volunteer and community engagement program, we are deepening our relationships with local organizations and creating opportunities for our team to actively support healthier, safer communities.

Joining Healthix means becoming part of a mission-driven organization that is shaping the future of health information sharing while building stronger connections between healthcare systems and the communities they serve.

THE ROLE: We are seeking a proactive, relationship-driven Customer Success Manager (CSM) with healthcare industry experience to serve as a strategic partner to customers throughout their lifecycle. This role is responsible for driving customer engagement, satisfaction, product adoption, retention, and growth while ensuring customers realize measurable value from Healthix solutions and services. The Customer Success Manager will build strong relationships with community and healthcare partners, serve as a trusted advisor across customer, community, city, and state initiatives, and develop a deep understanding of customer goals, workflows, and challenges. Success in this role requires aligning Healthix offerings to customer business objectives, identifying opportunities to expand value, and collaborating cross-functionally to deliver exceptional customer experience.

KEY RESPONSIBILITIES:

Manage a portfolio of customer accounts and serve as the primary point of contact for relationship management, strategic guidance, and issue resolution
Lead customer onboarding and implementation support to ensure a smooth transition, strong adoption, and early value realization
Build and maintain trusted relationships with key customer stakeholders, including executive leaders, clinical teams, operational users, and IT partners
Develop a deep understanding of customer workflows, organizational priorities, and operational challenges to recommend strategies that increase product adoption and long-term value
Monitor customer health, satisfaction, engagement, and usage trends to proactively identify risks, address concerns, and support retention
Conduct regular business reviews, success planning sessions, and customer feedback meetings to strengthen relationships and inform continuous improvement
Identify opportunities for account growth, service expansion, and cross-functional support by aligning customer needs with Healthix capabilities
Partner with internal sales, product, project management, and operations teams to ensure alignment on customer goals, escalations, and strategic initiatives
Create and deliver presentations, account plans, and customer-facing materials that clearly communicate value, progress, and recommend next steps
Maintain accurate account documentation in CRM systems, including activity tracking, customer updates, risks, opportunities, and performance reporting
Support customer engagement initiatives, industry events, conferences, and in-person meetings to strengthen relationships and expand market presence
Contribute to strategic customer initiatives, including participant-based and organizational programs that advance enterprise and customer success goals
Must participate in person customer engagement events such as Health Fairs and conferences

QUALIFICATIONS, SKILLS and COMPETENCIES:

Bachelor's degree in healthcare administration, Business, Public Health, or a related field
Minimum of four (4+) years of experience in customer success, account management, client services, relationship management, or a comparable customer-facing role, preferably in healthcare or health IT
Experience supporting healthcare customers such as health systems, payers, provider organizations, public health entities, or community-based partners
Demonstrated success driving customer onboarding, adoption, retention, and account growth
Strong ability to build credibility and communicate effectively with executive sponsors, clinicians, operational leaders, and technical stakeholders
Excellent verbal, written, presentation, and consultative communication skills
Strong understanding of healthcare operations, terminology, customer workflows, and technology-enabled solutions
Experience working with EHRs, clinical portals, health information exchange platforms, or other health data systems is strongly preferred
Strong analytical and problem-solving skills, with the ability to interpret customer needs, identify risks, and recommend practical solutions
Highly organized and skilled at managing multiple customer accounts, priorities, and follow-ups in a fast-paced environment
Proficient in Microsoft Office applications and CRM platforms such as Salesforce
Ability to travel for customer meetings, conferences, and on-site engagement events as needed

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