Careers

Senior Customer Success Manager — Enterprise

Remote (US)
Full Time
Competitive

We're seeking a Senior Customer Success Manager to own our most complex enterprise customer relationships in the United States. This is a senior individual contributor role for someone with deep behavioral health EHR experience who thrives on partnering closely with customers — understanding their unique workflows, collaborating with their clinical and operational teams, and configuring the platform to create a streamlined system that achieves their specific goals. You will lead complex, multi-month engagements from initial discovery through go-live and beyond — continuously identifying opportunities to optimize workflows, expand utilization, and ensure customers are getting maximum value from the platform over the long term. You will earn trust at the executive level and turn complex enterprise implementations into long-term success stories. You will also help build the foundation of a scalable customer success function — establishing health metrics and repeatable methodologies. Perfect for experienced behavioral health EHR professionals who have done the hard work of elevating enterprise accounts to their full potential and are ready to own a portfolio independently.

Responsibilities:

Own a portfolio of 5-10 large enterprise behavioral health customer relationships
Conduct thorough assessments of each customer’s current EHR configuration and workflows, collaborating with their clinical and operational teams to design the optimal system setup for their goals
Lead complex, multi-month engagements from discovery through go-live and beyond, continuously identifying opportunities to optimize workflows and expand platform utilization
Facilitate executive-level conversations with CEOs, Clinical Directors, and VP of Operations
Partner with customers to deeply understand their workflows and continuously identify configuration improvements, automation opportunities, and optimization strategies that drive measurable outcomes
Serve as the internal voice of the customer — advocating for product enhancements and surfacing patterns across accounts
Build and maintain customer health metrics, proactively identifying at-risk accounts before they escalate
Develop repeatable reimplementation playbooks and methodologies that can scale to the broader team
Collaborate with offshore implementation team to transfer knowledge and elevate capabilities
Partner with sales on complex new customer scoping and implementation planning

Requirements:

5+ years of customer success, implementation, or solutions consulting in behavioral health EHR or behavioral health technology
Deep knowledge of behavioral health workflows — clinical documentation, treatment planning, billing, and compliance
Proven track record of managing and turning around complex enterprise customer relationships
Experience leading multi-month EHR implementation or reimplementation projects independently
Executive presence — credible in conversations with C-suite and clinical leadership
Strong solutioning instincts — able to translate complex customer needs into EHR configurations without a playbook
Experience with highly configurable EHR platforms where every implementation is unique
Exceptional written and verbal communication skills
Self-directed and comfortable working without a large support structure

Will be a plus:

Prior experience at behavioral health EHR software companies
Experience building customer success processes and health metrics from scratch
Knowledge of CCBHC billing and reporting requirements
Understanding of inpatient behavioral health operations
Experience working with offshore implementation teams
Experience managing P&L or services revenue

We offer:

Senior individual contributor compensation package
Fully remote — work from anywhere in the United States
Direct impact on our most important customer relationships
Opportunity to build and eventually lead a US-based customer success team
Work with mission-driven behavioral health organizations
Performance-based bonuses
Professional development budget
Direct report to US leadership