Customer Success Manager
👋 We’re Humata Health. Humata Health creates frictionless prior authorization for providers and payers. With our proprietary artificial intelligence (AI) and automation technology, Humata Health delivers quality prior authorization submissions to help get patients the care they deserve. Humata Health is a physician-led company backed by a syndicate of strategic healthcare investors including Blue Venture Fund, LRVHealth, Optum Ventures, .406 Ventures, and Highmark Ventures.
🔍 What we're looking for: Humata Health Inc. is seeking a dynamic and results-driven Customer Success Manager (CSM) to join our team. As a CSM, you will play a pivotal role in ensuring the success and satisfaction of our healthcare clients by serving as their trusted advisor and advocate. You will guide customers through their journey with Humata Health, driving adoption, retention, and overall satisfaction while promoting long-term partnerships.
📍Location: Orlando, Florida, US
✅ Responsibilities
Customer Relationship Management:
- Own and nurture relationships with assigned clients to ensure seamless onboarding, implementation, and ongoing support.
- Act as the primary point of contact and advocate for customers, proactively addressing their needs and concerns.
Strategic Guidance:
- Establish a trusted advisor relationship with clients to drive the adoption of Humata Health’s solutions.
- Develop and execute success plans tailored to clients' strategic goals and operational workflows.
- Provide insights on industry best practices and leverage analytics to demonstrate value and ROI.
Operational Excellence:
- Oversee the customer lifecycle, ensuring smooth transitions from implementation to day-to-day operations.
- Collaborate with internal teams, including Sales, Product Development, and SME’s, to align solutions with customer needs.
- Track and analyze key metrics, such as customer satisfaction scores, usage statistics, and renewal rates, to inform proactive strategies.
Customer Advocacy:
- Serve as the voice of the customer, driving cross-functional initiatives to improve user experience and product performance.
- Facilitate client feedback sessions and ensure actionable insights are integrated into product and service improvements.
Renewals and Growth:
- Drive client retention and renewals by consistently demonstrating value.
- Identify opportunities for upselling or cross-selling additional solutions based on client needs.
Communication and Reporting:
- Deliver tailored reports and presentations that highlight customer outcomes, including cost savings, performance metrics, and progress toward goals.
- Prepare for and lead quarterly business reviews (QBRs) to discuss account health and future plans.
🛠 Role Requirements
- Bachelor’s degree in Business, Healthcare Administration, or a related field.
- 3+ years of experience in a customer success, account management, or consulting role, preferably in healthcare or technology.
- Proven ability to build and maintain relationships with stakeholders at all levels, including executives and operational teams.
- Exceptional communication and presentation skills, with a talent for tailoring messaging to diverse audiences.
- Strong analytical mindset with experience in tracking and interpreting key performance indicators (KPIs).
- Familiarity with healthcare operations, prior authorization, or revenue cycle workflow optimization is highly desirable.
⭐Preferred Experience & Skills:
- Experience with healthcare software and familiarity with HIPAA compliance and PHI handling
- Proactive problem-solver who thrives in a fast-paced environment.
- Skilled in conflict resolution and adept at navigating complex challenges.
- Team player with a collaborative approach and a commitment to shared goals.
- Willingness to travel as required (up to 50%).
🗓️Timeline
Interviews for this role will start in January 2025.
Our salary ranges are based on competitive pay for our company’s size and industry. They are one part of the total compensation package that may also include equity, variable compensation, and benefits. Individual pay decisions are ultimately based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity.
Humata Health is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
