Senior Customer Success Associate, Group FQHC

Sorry, this job was removed at 04:22 p.m. (CST) on Wednesday, Jul 02, 2025
4 Locations
In-Office
Healthtech • Information Technology • Telehealth
Curing complexity to simplify the practice of care.
The Role

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

As a Customer Senior Associate you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned book of athenahealth customers through establishing yourself as a trusted advisor and business partner. The Customer Success Senior Associate is engaged throughout the customer’s athenahealth journey, focused on value maximization, building and managing effective relationships that promote growth, loyalty and thus retention. The Customer Success Senior Associate works closely with customer executives and decision makers to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Customer Success Manager mitigates risks and proactively identifies and communicates how athena’s features add value to a their business for growth, achieving priorities and resolving pain points.  

Essential Functions (Duties and Responsibilities):

70% Develop and maintain a strong relationship with customer’s operational leadership

  • Ultimate responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts
  • Tailor a success plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the customer is successful
  • Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
  • Use network specialty specific benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices
  • Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
  • Maintain day-to-day relationships with assigned customer(s) by collecting and clarifying information with all impacted parties, communicating project or program plans and progress, and responding to customer questions and requests.
  • Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs
  • Ensure ongoing adoption of a customer’s existing athenahealth products
  • Raise opportunities for growth to the account’s Account Executive
  • Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
  • Provide transparency into the Product Roadmap and the Voice of the Customer process and support an accurate impact assessment and setting expectations with customer leadership including having difficult conversations when functionality is not on the product roadmap
  • Partner with customer leadership to ensure overall success of all customer selected quality programs

30% Drive Initiatives and Mitigate Risk & Issue Management

  • Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community including monitoring trends in issues and recommending internal resources to improve the root cause
  • Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately
  • Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place

Education & Experience Required:

  • Bachelor’s Degree preferred
  • 3--5 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role
  • Experience collaborating with executive-level stakeholders, fostering honest dialogue through conflict mediation

Knowledge & Skills:

  • Excellent written and verbal communication skills and effective networking with a broad base of internal and external constituents
  • Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same
  • Proactive attitude toward issue management and communication
  • Empathetic communicator with a consultative approach, able to see things from other person's point of view
  • Skilled at driving to success regardless of individual level of subject matter expertise.
  • Ability to work independently as well as part of an extended, cross-functional team
  • Demonstrated ability to influence others to achieve desired results
  • Ability to travel as needed, typically 20%
  • Self-driven, results-oriented with a positive outlook

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, athenahealthenablesemployees 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

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The Company
HQ: Boston, MA
7,200 Employees
Year Founded: 1997

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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