Customer Success Manager - Strategic

About the Role
Impact you will make
The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.
What you will do
Must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle of US Healthcare.
Maintain accurate and up-to-date customer records and documentation.
Ensure all interactions are documented in the customer relationship management (CRM) system.
Manage all renewals, maintain accurate listings of contract expiration dates, and handle notification requirements.
Identify growth opportunities within assigned client base
Secure and increase references, fostering a high response rate and positive KLAS and Net Promoter survey scores.Secure and increase references
Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting customer expectations, through proactive outreach
Serve as an internal escalation point for issues regarding a customer’s contract, invoices and account receivable.
Adoption and utilization of resources provided to pro-actively monitor and manage customer outcomes and success to include:
Gainsight
Salesforce
Identify risk to existing customer and Internally document risk mitigation plans for assigned accounts.
Ability to play a key role in customer satisfaction and performance
Accept responsibility/accountability for responding to all assigned customer issues and tasks. Takes full responsibility for the account in customer satisfaction, communication, and when needed, escalation
Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
Identify opportunities for operational and process improvements related to the utilization and integration
Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
Open to work in 24X7 environment.
Manage escalations from assigned customers.
What you will bring
Bachelor’s degree
5+ years of relevant work experience in Account Management or Customer Success.
Experience using Gainsight
Experience in healthcare industry
Previous sales experience and leadership
LMS Tools
What we would like to see
Proven ability to thrive in a fast-paced environment and can operate with flexibility; strong “say:do” ratio
Ability to deliver under tight deadlines, resourceful and solution-oriented
Strong organizational and time management skills
Ability to develop strong working relationships with diverse stakeholders
Team player who is willing to pitch in and help wherever necessary
Ability to exercise independent judgment and confidentiality
About FinThrive
FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.
Award-winning Culture of Customer-centricity and Reliability
At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.
Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.
FinThrive’s Core Values and Expectations
Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA, and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
Physical Demands
The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
About FinThrive
FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive

Award-winning Culture of Customer-centricity and Reliability
At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture

Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits.
· Professional development opportunities
· Term life, Accidental & Medical Insurance
· Meal and Transport arrangements
FinThrive’s Core Values and Expectations
· Demonstrate integrity and ethics in day-to-day tasks and decision-making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable, and Engaged, operate effectively in the FinThrive environment and the environment of the workgroup, maintain a focus on self-development and seek out continuous feedback and learning opportunities
· Support FinThrive’s Compliance Program by adhering to policies and procedures about HIPAA, GLBA, FCRA, and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations.

FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.
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