Customer Success Manager at gethealthie – New York, New York

Our Mission

We’re building infrastructure for modern healthcare delivery.

Traditional healthcare is plagued with outdated, monolithic EHRs designed to maximize billing outcomes. Patient outcomes and provider experiences have been afterthoughts, as these systems have bolted on non-API-first solutions. None of this is built for how clinically excellent healthcare is actually delivered—longitudinally and collaboratively, with the patient at the center.

Healthie is the world’s leading API-first, ONC-Certified EHR for healthcare delivery outside of the hospital. We provide the powerful infrastructure every scaling organization needs—EHR, scheduling, patient engagement, billing, and more—all accessible via modern APIs and a white-labeled UI. Our platform makes it simple for organizations of any size to launch, customize, and scale their care delivery models without reinventing the wheel.

Today, over 2.5 billion API calls are made to Healthie every month, as thousands of organizations—working with more than 17 million patients in total—rely on Healthie to deliver care across a spectrum of specialties, from preventative health and wellness to complex chronic care management.

We believe in the power of technology to improve access to healthcare—and we’re building the rails that make this a reality. We work fast and with quality because we provide business-critical, healthcare-critical software that clinicians and patients need for a better healthcare system. We’re customer-obsessed, operate with lightning-fast processes and responses, make our product roadmap public so customers can see what we’re building, and remain relentlessly focused on how care gets delivered.

Healthie is backed by leading investors, and while we've $42M raised to date, more importantly, we operate with fiscal responsibility and have been profitable for more than half of our time as a company.

Learn more at https://www.gethealthie.com/

About the role

We're hiring for a Customer Success Manager. You'll join Healthie's Customer Success team in making a meaningful impact on healthcare accessibility and innovation through our AI-native, HIPAA-compliant platform.

Build strategic relationships with healthcare executives, practice managers, and clinical champions transforming patient care

Master customer workflows, understanding patient care goals and operational objectives while positioning Healthie for maximum impact

Create and execute success plans and QBRs tracking clinical KPIs and operational metrics

Identify expansion opportunities and optimization strategies that foster sustainable practice growth

Diagnose operational inefficiencies and clinical workflow bottlenecks, implementing solutions that deliver lasting value

Provide expert guidance throughout the customer journey—from onboarding and training to renewal and expansion

Serve as primary escalation point to resolve issues quickly and maintain exceptional customer satisfaction

Collaborate with Product, Engineering, Sales, and Marketing teams to shape platform enhancements reflecting real provider and patient needs

Drive measurable revenue and customer health improvements while building meaningful healthcare partnerships and serving as the voice of healthcare within our organization

About you

You have 3+ years in customer-facing roles with proven customer success expertise, ideally in healthcare, healthtech, or high growth SaaS technology companies

You have experience supporting a book of business and building strong client relationships, contributing to customer health, retention, and growth with guidance from senior team members

You take a proactive, customer-first approach to helping clients get value from the platform, learning how to position features and best practices effectively

You can confidently lead recurring customer calls and support business reviews, with coaching and partnership from senior teammates when navigating more complex conversations

You’re a strong communicator who can clearly explain product workflows and concepts to healthcare teams, from individual providers to operations leads

You can manage your accounts independently day-to-day, while knowing when to escalate risk, ask for support, and collaborate cross-functionally

You’re developing strong domain knowledge of our platform and client workflows, and are comfortable supporting configurations, basic integrations, and troubleshooting alongside Implementation and Support

You’re building your understanding of healthcare operations and business models, with a strong interest in deepening industry expertise

You contribute positively to team goals, support expansion opportunities, renewals and collaborate with Sales and Product to advocate for customer needs

Bonus points if you've worked with private practices, multi-provider groups, or health systems.

Details

This is a full-time hybrid position in NYC

U.S. work authorization is required

The salary range is $125,000 - $155,000 per year. (OTE) annually

Interview process

Quick chat with Katie, Director of Talent (15 minutes)

Interview with Caseley (20 minutes)

Interview with Emma (30 minutes)

Case Study with Emma, Caseley and 2 other members (that we rotate) of the Customer Success team (30 minutes)

Final session with Tariq/Erica (30 minutes)

Final Sync with Caseley (15 minutes)

Reference checks

Healthie participates in e-verify