- Own net revenue retention across enterprise and mid-market clients by driving renewals, identifying expansion opportunities, and upselling additional products.
- Establish and maintain relationships with RCM executives, health system operations leaders, and key decision-makers.
- Monitor platform usage, user adoption, and performance metrics to support client value realization and ROI.
- Act as the primary escalation point for client challenges and partner with product, engineering, and implementation teams to resolve issues.
- Hire, coach, and manage the Customer Success team.
- Develop standardized playbooks, scalable best practices, and operational workflows for the customer journey.
- Lead recurring Executive Business Reviews with client leaders, sharing ROI and benchmark data and aligning on strategic initiatives.
- Provide actionable customer feedback to Product and Engineering to inform roadmaps and feature enhancements.
Account ManagementCRMCustomer Success+1 more