%20Color.png){kind=logo}
Customer Success Manager
Philadelphia Office- Onsite
Full-Time
ERPHealth is revolutionizing the behavioral health space by introducing measurement-based tracking and reporting to the mental health and substance abuse industries. ERPHealth's groundbreaking digital platform has been proven to individualize patient care and optimize business operations while simultaneously increasing revenue per patient. The platform expands access outside of the traditional clinical care setting, engaging patients and preventing costly readmissions. Our mission? To save and transform lives through individualizing behavioral healthcare.
Position Overview:
The Customer Success Manager (CSM) plays a pivotal role in ensuring our behavioral health customers successfully adopt and maximize the value of our technology. This role requires an individual with experience in Healthcare Tech, ideally with a background working with SUD or MH treatment centers. The CSM will act as a trusted advisor to customers, guiding them through onboarding, ongoing support, and strategy optimization to drive customer satisfaction, retention, and growth.
You'll be joining a tight-knit Philly-based team that moves fast, supports each other, and genuinely cares about the work we're doing.
Key Responsibilities:
- Customer Onboarding & Training: Lead customers through the onboarding process, delivering hands-on training to ensure they fully understand and adopt the platform in a way that fits their unique workflows and treatment needs.
- Customer Relationship Management: Build strong, long-term relationships with key stakeholders in behavioral health organizations, acting as their primary point of contact for all platform-related needs.
- Customer Success Planning: Develop and execute success plans tailored to each customer’s goals, ensuring they maximize the platform’s features to improve patient outcomes, streamline operations, and enhance reporting.
- Product Expertise: Maintain in-depth knowledge of the ERPHealth platform’s features and functionality, enabling you to offer expert guidance and support.
- Customer Support & Troubleshooting: Provide proactive and responsive support to customers, addressing any questions, concerns, or technical issues to ensure satisfaction and long-term engagement.
- Data Analysis & Reporting: Work alongside our data team to analyze usage data identifying trends, opportunities for improvement, and potential challenges, providing customers with actionable insights to optimize their use of the platform.
- Advocacy & Feedback: Advocate for customer needs internally by providing feedback to the product and development teams, helping to inform product enhancements that better serve our customers.
- Retention & Growth: Collaborate with the sales and account management teams to identify upsell and expansion opportunities, helping customers discover new ways to leverage the platform for additional value.
Requirements:
- 3-5+ years in customer success, account management, or a similar client-facing role, with demonstrated experience in health tech or healthcare settings. Prior experience in behavioral health, SUD/MH, or similar care settings is a plus.
- Comfort working with a range of clients, from smaller community-based organizations to larger institutional accounts
- A solid understanding of clinical workflows and how technology integrates into care settings
- Familiarity with HIPAA and behavioral health regulatory frameworks (CARF, JCAHO a plus)
- Strong communication skills and a natural ability to build trust with clients
- Someone who is organized, reliable, and comfortable in a growing company environment
Why Join Us:
- Meaningful work - our platform has a direct impact on patient care and provider success
- Be part of a collaborative, innovative local Philly team, working to solve real-world challenges in healthcare.
- Opportunities for career growth and professional development as we continue to scale
Competitive salary and full benefits (health, dental, vision)
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin, or disability.
Skills Required
- 3-5+ years in customer success, account management, or similar client-facing role
- Demonstrated experience in health tech or healthcare settings
- Prior experience in behavioral health, SUD/MH treatment centers
- Comfort working with clients from small community organizations to large institutional accounts
- Solid understanding of clinical workflows and technology integration into care settings
- Familiarity with HIPAA
- Familiarity with behavioral health regulatory frameworks (CARF, JCAHO)
- Strong communication skills and ability to build trust with clients
- Organized, reliable, and comfortable working in a growing company environment
What We Do
ERPHealth is revolutionizing the behavioral health space by introducing measurement-based tracking and reporting to the mental health and substance abuse industries. ERPHealth's groundbreaking digital platform has been proven to individualize patient care and optimize business operations while simultaneously increasing revenue per patient. The platform expands access outside of the traditional clinical care setting, engaging patients and preventing costly readmissions. Our mission? To save and transform lives through individualizing behavioral healthcare.
Why Work With Us
ERPHealth brings technology to behavioral health - individualizing care and preventing readmissions. But what makes us truly unique is that the mission isn't just marketing, it's the product. We're here to save and transform lives, and every person on our team is part of that. If you want a real, challenging tech role and work that matters beyond
