Customer Success Manager

ABOUT THIS POSITION

As a Customer Success Manager, you will be responsible for fostering and managing strong, strategic, long-term relationships with customers (especially at decision-maker and executive levels), navigating complex customer environments, aligning around definitions of “success” for both the customer and Waystar, and partnering with cross-functional teams (product, implementation, clinical, support) to ensure the customer derives value from our solution and remains retained and engaged.

WHAT YOU'LL DO

WHAT YOU'LL DO

• Onboard new customers: define rollout plans, drive milestone adoption, monitor progress.
• Build executive relationships and account strategy to drive retention and expansion.
• Identify churn risks early; proactively develop mitigation plans.
• Surface upsell/cross-sell opportunities by understanding customer value drivers.
• Collaborate internally (product, engineering, clinical, support) to influence the roadmap based on customer feedback.
• Track, monitor and report on success metrics: usage, adoption, renewal rates, customer satisfaction.
• Serve as a point of escalation for customer issues; ensure customer outcomes are achieved.

WHAT YOU'LL NEED

WHAT YOU'LL NEED

• Bachelor’s degree (or equivalent experience).
• Several years of experience in customer success, account management, or client services in a SaaS and preferably healthcare-tech environment.
• Familiarity with healthcare revenue cycle, clinical documentation improvement (CDI), utilization management, or related domain is a plus.
• Strong communication and relationship-building skills: able to engage both operational and executive stakeholders.
• Metrics-driven mindset: define success and monitor key outcomes.
• Comfortable navigating ambiguity in a fast-growing organization, and influencing cross-functional teams.
• Experience with CRM/CS tools (e.g., Salesforce, Gainsight) preferred

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.