Location: Remote, US
About FinThrive
FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.
Award-winning Culture of Customer-centricity and Reliability
At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.
Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.
About the Role
Impact you will make
The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.
What you will do
Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include:
Gainsight
Salesforce
FinThrive Analytics
Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
Responsible for creating an account plan and Customer growth strategy in collaboration with Sales Executives
Internally document at risk mitigation plans
Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status
Own that the CSM is a key role in Customer satisfaction and performance
Accept responsibility/accountability for responding to all assigned Customer issues and tasks
Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation
Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
Identify opportunities for operational and process improvements related to the utilization and integration
Manage all renewals and accurate listing of contract expiration dates and notification requirements
Protect existing revenue and monthly analysis of revenue variances
Serve as internal escalation point for issues regarding a customer’s contract or invoices
Conduct annual reviews quarterly pulse checks with customers
Possess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed
Meet and exceed quarterly and annual Customer revenue targets
Comply with renewal process and meeting or exceeding annual renewal targets
Identify growth opportunities within assigned Customer base
Secure and increase references
Foster high response rate and positive KLAS and Net Promoter survey scores
Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel
Manage escalations from assigned customers
What you will bring
Bachelor’s Degree
3+ years’ work experience in Customer Success Management or in RCM function of a hospital
Executive presence and presentation skills
Work autonomously, independently and as part of a team for collaboration
Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
Experience interfacing with both internal team members and external Customers, as part of a solutions-based team
Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
Proactive self-starter. Autonomy and ownership of territory. Hustle
Collaborative team player. Quick learner
Travel: Up to 40-60%
What we would like to see
Experience in healthcare RCM
Knowledge of FinThrive products and services or competitors
Knowledge of the healthcare industry, specifically revenue cycle management
Experience using Gainsight
Involvement with HFMA
FinThrive’s Core Values and Expectations
Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
Physical Demands
The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Statement of EEO
FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We’re committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.
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