Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Manager, athenaPayer Customer Success
Position Summary
This role supports athenaPayer customers in achieving meaningful outcomes by aligning athenahealth solutions to their operational and business goals. The Manager, athenaPayer Customer Success, is responsible for managing and nurturing post‑sale customer relationships, identifying improvement and partnership opportunities, and coordinating resolution of complex issues. This role partners closely with internal teams and customer stakeholders to drive retention through value realization and satisfaction. This position follows a hybrid work model. This role reports to a Director of Customer Success, athenaPayer.
About the Team
athenaPayer is a growing portfolio of solutions that allow payers and providers to seamlessly exchange data and insights to help providers make optimal care decisions while streamlining burdensome administrative processes. The athenaPayer Customer Success team partners with athenahealth’s payer and provider customers to support long-term success, retention, and performance improvement. The team collaborates with product, strategy, support, implementation, and sales teams to deliver coordinated, customer-focused solutions. Using data, reporting tools, and customer insights, the team identifies risks and opportunities to improve outcomes. Their work ensures customers can effectively use athenahealth solutions to support business and operational objectives.
Essential Job Responsibilities
Manage relationships with assigned athenaPayer customers as the primary post-sale point of contact
Analyze customer performance, satisfaction, and operational challenges to identify risks and improvement opportunities
Develop and execute customer success plans aligned to payer-specific business goals and regulatory requirements
Coordinate with internal teams to address escalated issues and ensure timely resolution
Conduct business impact analyses and communicate findings and recommendations to customer stakeholders
Monitor indicators of customer risk and develop mitigation plans in partnership with internal teams
Facilitate regular operational reviews and strategic discussions with customer stakeholders
Promote adoption and effective use of athenahealth solutions
Identify opportunities for account growth and partner with sales colleagues to support expansion
Use AI-enabled tools in day-to-day workflows (e.g., analyzing trends, summarizing customer data, preparing insights) and validate outputs to support accurate, effective decision-making
Additional Job Responsibilities
Support prioritization of customer issues based on business impact
Contribute to internal documentation and knowledge sharing
Participate in cross-functional initiatives to improve customer experience
Maintain awareness of payer industry trends, including regulatory and reimbursement changes
Support onboarding or transition activities for customer accounts
Provide feedback to product and internal teams based on customer insights
Expected Education & Experience
- Bachelor’s degree or equivalent practical experience
- 5+ years of experience in customer success, account management, consulting, operations, or a related field
- Experience working with healthcare payers, including familiarity with clinical data exchange, interoperability, incentive program design, value-based care, reimbursement, or payer operations
- Experience managing customer relationships and working with stakeholders across multiple levels
- Strong communication skills, including the ability to present insights clearly
- Experience using data to inform decisions and customer recommendations
- Ability to collaborate effectively across cross-functional teams
- Familiarity with CRM or customer success tools (e.g., Salesforce, Gainsight) (preferred)
- Ability to manage multiple priorities in a structured, organized manner
- Experience facilitating discussions and resolving stakeholder challenges (preferred)
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
- Bachelor's degree or equivalent practical experience
- 5+ years of experience in customer success, account management, consulting, operations, or a related field
- Experience working with healthcare payers
- Strong communication skills
- Experience using data to inform decisions and customer recommendations
- Ability to collaborate effectively across cross-functional teams
- Familiarity with CRM or customer success tools
- Experience facilitating discussions and resolving stakeholder challenges
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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