Customer Success Associate
Skills
- Experience with SaaS customer success strategies and digital engagement models
- Strong analytical skills to derive insights and create data-driven narratives
- Excellent written and verbal communication for technical and non-technical audiences
- Ability to build relationships with diverse stakeholders and manage account health
- Familiarity with CRM and success tools (Salesforce, Gainsight, Gong) and healthcare systems/EMRs
- Highly organized self-starter with strong prioritization and time-management skills
- Understanding of healthcare operations, practices, and regulations
Responsibilities
- Manage and grow a portfolio of small and mid-market healthcare customer accounts to ensure retention and measurable outcomes
- Serve as primary strategic advisor for assigned customers, building relationships and monitoring account health
- Support 1–2 enterprise accounts alongside Senior Customer Success Managers with operational and strategic assistance
- Execute low-touch/digital-touch engagement strategies using automation and data insights to scale outreach
- Drive product adoption by providing consultative guidance, best practices, and proactive support
- Facilitate strategic, data-driven conversations with stakeholders to demonstrate value and alignment
- Capture and communicate customer feedback to influence product and roadmap decisions
- Monitor utilization and KPIs to identify risks and growth opportunities and collaborate on issue resolution
- Track and report customer success metrics including satisfaction, usage, and retention rates
Education
- Bachelor’s degree in Business, Health Management, Public Health, or related field preferred
- Or equivalent combination of education and professional experience
Benefits
- Employer-funded health, vision, and dental plans (generous company contribution)
- HSA/FSA options, short and long-term disability, life and personal accident insurance
- $40 monthly wellness stipend and $50/month remote work reimbursement
- Retirement 401(k) with match after enrollment (eligible at three months)
- Discretionary PTO plus 13 paid holidays and competitive parental leave
- Adoption assistance, Employee Assistance Program, and employee resource groups
- Yearly stipend for Cipher-versary, referral program, recognition programs, and company swag
- New MacBook and hardware provided at hire; potential bonus/commission and equity
Average salary estimate
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To foster connections along the healthcare journey that ensure the best possible outcomes for providers, staff, patients, and their loved ones.
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