Manager CSM, Small Group
Athena Health · Boston MA ·
- Employment
- Full time
- Category
- Management
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Manager, Customer Success Management, Small Group
Position Summary:
The Manager, Customer Success Management, Small Group will lead a team focused on helping customers achieve strong outcomes through athenahealth products and services. This role is responsible for coaching Customer Success Managers, supporting customer retention, improving account satisfaction, and helping resolve complex customer issues. The manager will also support operational goals, process improvements, and cross-functional initiatives that improve the customer experience. This role is based remote, or hybrid, and reports to a CSM Director in Small Group.
About the Team:
The Customer Success Management Small Group team partners with customers to understand their goals, support product adoption, and help them get value from athenahealth solutions. The team works closely with internal groups across customer support, operations, product, training, and other customer-facing teams to resolve issues and improve the overall customer experience. The team uses customer feedback, satisfaction data, operational metrics, and internal tools to identify trends, reduce risk, and support long-term customer success.
Essential Job Responsibilities:
Lead, coach, and support a team of Customer Success Managers responsible for managing customer relationships and account outcomes.
Manage team performance through regular one-on-one meetings, team discussions, goal setting, feedback, and performance management processes.
Support Customer Success Managers in resolving complex customer issues from intake through confirmed resolution.
Partner with cross-functional teams to identify customer risks, align solutions, and communicate updates clearly to customers and internal stakeholders.
Monitor customer satisfaction, retention risk, account trends, and business performance metrics to identify opportunities for intervention and improvement.
Guide team members in using available athenahealth resources, including customer support, training, customer communities, and internal subject matter experts.
Support customer onboarding and ramp-up activities, including financial baseline discussions and collections realization goals.
Develop action plans for customers at risk of leaving and partner with internal teams to address root causes.
Manage assigned department projects and initiatives that support business goals, customer outcomes, and operational improvements.
Use AI tools and related technology responsibly to improve team efficiency, summarize information, identify trends, and support decision-making while following company guidelines and data privacy expectations.
Participate and solution in the creation of AI functionality and workflows that help foster enhanced partnerships with customers to drive business outcomes
Additional Job Responsibilities:
Share relevant business updates, customer insights, and process changes with team members to support alignment and consistency.
Contribute to department-wide initiatives and cross-functional projects that improve customer success processes.
Identify opportunities to simplify workflows, reduce customer friction, and improve internal collaboration.
Maintain project plans, timelines, stakeholder updates, and key deliverables for assigned initiatives.
Support team members in prioritizing work, documenting customer expectations, and keeping stakeholders informed.
Participate in department and company performance management processes.
Provide recommendations to leadership on customer trends, operational needs, and opportunities for improvement.
Expected Education & Experience:
Bachelor’s degree or equivalent combination of education and work experience required.
3 to 5 years of people management experience preferred.
3 to 5 years of healthcare, customer success, account management, client services, or related experience preferred.
Experience coaching employees, providing performance feedback, and supporting career development.
Ability to evaluate performance against established goals and provide clear, constructive feedback.
Ability to gather information, identify patterns, assess cause and effect, and recommend practical solutions.
Experience working with internal and external customers to understand goals, resolve issues, and support business outcomes.
Foundational project management skills, including the ability to manage timelines, deliverables, stakeholders, and competing priorities.
Strong communication skills, including the ability to communicate clearly in writing and in meetings with customers, team members, and leadership.
Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
Expected Compensation
$97,000 - $165,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers