Customer Success Manager - Group

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Customer Success Manager – Group

The Opportunity: 

The Customer Success Organization is focused on helping athena’s customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders, communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Customer Success Manager is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party’s purview in athena’s unique co-sourcing model.  

Position Summary

We are seeking a Customer Success Manager to join our Group Service Tier within our Customer Success division. This role combines managing a small book of business with providing your assigned team analytical and project support focused on Revenue Cycle Management (RCM) improvement.   Though a combination of deep RCM experience & project management capabilities this role will elevate the service experience of our clients & drive improved RCM outcomes.

Responsibilities may include, but are not limited to: 

50% - Proactively coach, advise and enable customers to achieve optimal performance on the athena platform

• Create a shared, proactive success plan and strategy for each customer that aligns with their business goals and individual needs

• Coordinate appropriate internal domain experts to assist customers in getting the most from their investment in athena, including training, consulting, product, and support teams

• Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews 

• Build and cultivate strong C-level and decision-maker relationships to ensure alignment with organizational goals and shared initiatives for improvement

• Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement and recommend appropriate configuration and workflow best practices

• Maintain regular call and communication cadences with assigned customer(s) to ensure progress to goals and responsiveness to client needs, projects, plans, questions and requests

• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs 

• Ensure ongoing adoption of a customer’s existing athenahealth products  and readiness for new features and enhancements as part of athena’s release schedule

• Raise opportunities for growth to the account’s Account Executive 

• Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace 

• Provide transparency into the product roadmap, identifying and facilitating opportunities for customers to improve their efficiency or effectiveness by leveraging new or planned enhancement, and to participate in shaping the future of our platform to better meet their needs

• Partner with customer leadership to ensure overall success of all customer selected quality and VBC programs 

 
50% - Drive outstanding customer & team experiences through speedy issue resolution and a pervasive customer obsession mentality

• Leverage deep knowledge of revenue cycle operations, terminology, and pain points to support both clients and fellow CSMs

• Provide strategic guidance to assigned accounts by interpreting performance data and identifying actionable insights.

• Develop and communicate clear project plans that outline next steps, timelines, and ownership across stakeholders.

• Act as a subject matter expert in RCM, helping clients navigate complex workflows and optimize operational efficiency.

• Support internal teams with analytical insights and RCM context to ensure alignment and successful execution of client initiatives.

• Collaborate with fellow CSMs to drive ongoing improvement in customer success practices.

• Stay informed on healthcare industry trends and marketplace changes to guide client strategy.

• Build and maintain strong relationships with decision-makers and operational leaders.

• Rebuild trust and stabilize at-risk accounts through conflict resolution, empathy, and strategic recovery efforts.

• Act as a consultative advisor, not just a service provider—bringing insight, strategy, and long-term value.

• Champion the customer experience across internal teams, ensuring speedy issue resolution and high responsiveness.

• Apply project management and cross-functional coordination to resolve escalated issues and track progress.

• Proactively identify risks to satisfaction and retention, initiating mitigation plans with internal experts.

• Navigate clients through organizational change, turnover, and resistance with strong change management skills.

Typical Qualifications

• Bachelor's degree preferred

• 5–10+ years of experience in customer success, account management, or revenue cycle consulting or leadership.

• Deep understanding of revenue cycle operations, terminology, and workflows

• Experience with athenahealth, EPIC, Cerner, or similar RCM platforms.

• Executive-level communication and interpersonal skills and the ability to effectively navigate conflict

• Strong working knowledge of Salesforce and Gainsight is a plus

• Ability to work independently and as a member of an extended, cross-functional team

• Specialty knowledge in Orthopedics, Pediatrics, or Women's Health considered a plus.

About athenahealth

• Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. 

• Our Location: This role will be based remotely or in any of our U.S offices

• Our Culture: At athenahealth, our employees (or “athenistas”)  are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you. 

• Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few.

For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information: 

California: https://www.athenahealth.com/salary-range/ca-nontech-manager 

Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager 

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager 

New York: https://www.athenahealth.com/salary-range/ny-nontech-manager 

Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager