Customer Success Manager

Customer Success Manager (CSM)

As a Customer Success Manager at Humata Health, you’ll act as a trusted advisor to provider customers—driving adoption, retention, and satisfaction while partnering with internal teams to improve the overall customer experience.

Responsibilities

• Customer Relationship Management: Own and nurture relationships for assigned customers; serve as the primary point of contact across onboarding, implementation, and ongoing support.
• Strategic Guidance: Build trusted advisor relationships; create and execute customer success plans aligned to customer goals and workflows; use analytics to demonstrate value and ROI.
• Operational Excellence: Manage both strategic planning and day-to-day issue resolution; oversee the customer lifecycle from implementation through ongoing operations.
• Cross-functional Collaboration: Work with Growth, Product Development, and SMEs to align solutions with customer needs.
• Customer Advocacy: Lead customer feedback sessions and ensure insights are incorporated into product/service improvements.
• Renewals & Growth: Drive retention and renewals by consistently demonstrating value; identify opportunities for scope expansion and additional solutions.
• Communication & Reporting: Create tailored reports and presentations on outcomes (e.g., cost savings, performance metrics, progress toward goals); present account health and future plans.

Requirements

• Education: Bachelor’s degree in Business, Economics, Healthcare Administration, or related field.
• Experience: 5+ years in customer success or consulting, preferably in healthcare or technology.
• Experience working in small teams that require both strategic thinking and tactical execution.
• Proven ability to build relationships with stakeholders at all levels (including executives and operational teams).
• Strong communication and presentation skills tailored to diverse audiences.
• Power BI and data analytics proficiency; analytical mindset with experience tracking KPIs.
• Willingness to travel as required (up to 30%).

Preferred

• Experience in early-stage companies and small-team environments.
• Familiarity with healthcare operations (e.g., prior authorization or revenue cycle workflow optimization).

Interview Stages

• HR phone screen
• Hiring manager interview
• Case study & roundtable
• Reference checks
• Offer