Careers

Senior Customer Success Manager — Enterprise

Remote (US)
Full Time
Competitive

We're seeking a Senior Customer Success Manager to own our most complex live 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 white-glove account ownership — building executive trust, deeply understanding evolving workflows, and continuously finding ways to make the platform work harder for sophisticated behavioral health organizations. You will own a portfolio of our largest enterprise customers post go-live, partnering closely with their clinical and operational teams to optimize configurations, expand utilization, and ensure they're realizing maximum value over the long term. You will earn trust at the executive level and turn complex enterprise accounts 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 live enterprise behavioral health customer relationships
Build and maintain trusted relationships with executive sponsors — CEOs, Clinical Directors, and VPs of Operations — serving as their senior partner at EHRYourWay
Conduct ongoing assessments of each customer’s EHR configuration and workflows, continuously identifying optimization, automation, and expansion opportunities that drive measurable outcomes
Lead complex, multi-month optimization and re-implementation engagements as customers evolve, scale, or expand their service lines
Proactively monitor account health and identify at-risk relationships before they escalate; develop and execute recovery plans
Partner closely with customers’ clinical and operational teams to translate evolving needs into platform configurations and automation
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 account management 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 expansion conversations and new customer scoping

Requirements:

5+ years of customer success or strategic account management 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 complex enterprise customer relationships and turning around at-risk accounts
Experience leading multi-month optimization, re-implementation, or expansion engagements independently
Executive presence — credible in conversations with C-suite and clinical leadership
Strong solutioning instincts — able to translate evolving customer needs into EHR configurations without a playbook
Experience with highly configurable EHR platforms where every customer 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
Track record of measurable retention and expansion outcomes
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
Direct report to US leadership