Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Customer Success Manager
Position Summary
Help healthcare organizations achieve better outcomes by maximizing the value of athenahealth solutions. The Customer Success Manager (CSM) is responsible for post-sale success, including driving customer satisfaction, product adoption, retention, and growth across a portfolio of accounts. This role partners closely with customer stakeholders and internal teams to deliver measurable business impact. This position is based in the United States (remote or hybrid, depending on location) and reports to a Customer Success leadership role.
About the Team
The Customer Success team focuses on helping healthcare organizations realize the full value of athenahealth’s products and services. The team partners with practice leaders, providers, and operational stakeholders to align solutions with business goals and improve performance outcomes. Team members collaborate closely with cross-functional partners across product, sales, onboarding, and support. The team plays a key role in driving long-term customer outcomes and strengthening the customer relationship.
Essential Job Responsibilities
Manage a portfolio of Group and Enterprise customers, supporting their success and growth on the athenahealth platform
Build and manage relationships with assigned customers to understand business goals and drive successful outcomes
Develop and maintain success plans aligned with customer priorities and performance objectives
Partner with internal teams (e.g., product, training, support) to ensure customers achieve value from athenahealth solutions
Conduct regular performance reviews with customer stakeholders to track progress and identify opportunities for improvement
Monitor customer performance using benchmarks and data insights, recommending workflow or configuration improvements
Maintain consistent communication with customers to address questions, updates, and ongoing initiatives
Identify risks to customer satisfaction or retention and implement mitigation strategies in collaboration with internal teams
Support product adoption and readiness for new features and enhancements
Partner with account teams to identify opportunities for growth and expansion
Familiarity with AI-enabled productivity tools, automation platforms, or data-driven customer engagement models.
Travel up to 20% annually as needed to support customer engagements
Additional Job Responsibilities
Facilitate connections between customers and athenahealth resources, including support, advisory services, and product teams
Provide visibility into product updates and roadmap enhancements
Support customer participation in feedback programs and community initiatives
Demonstrate understanding of healthcare industry trends and their impact on customer operations
Coordinate cross-functional efforts to resolve customer challenges and improve outcomes
Document customer interactions, plans, and progress in internal systems
Contribute to process improvements to enhance the customer experience
Expected Education & Experience
Bachelor’s degree or equivalent experience
5–7 years of experience in customer success, client services, healthcare operations, or a related field
Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR) preferred
Demonstrated ability to manage multiple customer relationships simultaneously
Experience communicating with and influencing stakeholders at multiple levels, including leadership
Ability to analyze data and translate insights into actionable recommendations
Experience working cross-functionally in a collaborative environment
Familiarity with healthcare specialties (e.g., primary care, behavioral health, orthopedics) preferred
Strong organizational skills with the ability to prioritize and manage competing demands
Comfort working in a dynamic environment with changing priorities
Expected Compensation
$97,000 - $165,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
Skills Required
- 5-7 years of experience in customer success, client services, healthcare operations, or a related field
- Bachelor's degree or equivalent experience
- Experience working with healthcare systems, revenue cycle management (RCM), or electronic medical records (EMR) preferred
- Demonstrated ability to manage multiple customer relationships simultaneously
- Experience communicating with and influencing stakeholders at multiple levels, including leadership
- Ability to analyze data and translate insights into actionable recommendations
- Experience working cross-functionally in a collaborative environment
- Familiarity with healthcare specialties (e.g., primary care, behavioral health, orthopedics) preferred
- Strong organizational skills with the ability to prioritize and manage competing demands
- Comfort working in a dynamic environment with changing priorities
athenahealth Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about athenahealth and has not been reviewed or approved by athenahealth.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision options alongside additional protections like accident and critical illness coverage. Mental health support and EAP-style counseling resources are also part of the package.
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Leave & Time Off Breadth — Time-away offerings include PTO that covers vacation and sick time, paid holidays, and options for leaves of absence and sabbaticals. Flexible time off is positioned as a meaningful part of the overall rewards package for some roles.
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Retirement Support — Retirement benefits include a 401(k) plan with employer matching, supported by broader financial wellbeing resources. Equity and performance bonuses are also referenced as part of total rewards.
athenahealth Insights
What We Do
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We’re inspired by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. For more information, please visit www.athenahealth.com
Why Work With Us
We are here to make an impact on the healthcare industry at scale. We enable our diverse teams to move fast, grapple with interesting technical challenges, and innovate at every level. We are on a modernization journey and build on the hybrid cloud. We deliver best-in-class solutions to help every patient receive the best possible care.
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