Manager, athenaPayer Customer Success

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Manager, athenaPayer Customer Success Position Summary This role supports athenaPayer customers in achieving meaningful outcomes by aligning athenahealth solutions to their operational and business goals. The Manager, athenaPayer Customer Success, is responsible for managing and nurturing post‑sale customer relationships, identifying improvement and partnership opportunities, and coordinating resolution of complex issues. This role partners closely with internal teams and customer stakeholders to drive retention through value realization and satisfaction. This position follows a hybrid work model. This role reports to a Director of Customer Success, athenaPayer. About the Team athenaPayer is a growing portfolio of solutions that allow payers and providers to seamlessly exchange data and insights to help providers make optimal care decisions while streamlining burdensome administrative processes. The athenaPayer Customer Success team partners with athenahealth's payer and provider customers to support long-term success, retention, and performance improvement. The team collaborates with product, strategy, support, implementation, and sales teams to deliver coordinated, customer-focused solutions. Using data, reporting tools, and customer insights, the team identifies risks and opportunities to improve outcomes. Their work ensures customers can effectively use athenahealth solutions to support business and operational objectives. Essential Job Responsibilities Manage relationships with assigned athenaPayer customers as the primary post-sale point of contact Analyze customer performance, satisfaction, and operational challenges to identify risks and improvement opportunities Develop and execute customer success plans aligned to payer-specific business goals and regulatory requirements Coordinate with internal teams to address escalated issues and ensure timely resolution Conduct business impact analyses and communicate findings and recommendations to customer stakeholders Monitor indicators of customer risk and develop mitigation plans in partnership with internal teams Facilitate regular operational reviews and strategic discussions with customer stakeholders Promote adoption and effective use of athenahealth solutions Identify opportunities for account growth and partner with sales colleagues to support expansion Use AI-enabled tools in day-to-day workflows (e.g., analyzing trends, summarizing customer data, preparing insights) and validate outputs to support accurate, effective decision-making Additional Job Responsibilities Support prioritization of customer issues based on business impact Contribute to internal documentation and knowledge sharing Participate in cross-functional initiatives to improve customer experience Maintain awareness of payer industry trends, including regulatory and reimbursement changes Support onboarding or transition activities for customer accounts Provide feedback to product and internal teams based on customer insights Expected Education & Experience Bachelor's degree or equivalent practical experience 5+ years of experience in customer success, account management, consulting, operations, or a related field Experience working with healthcare payers, including familiarity with clinical data exchange, interoperability, incentive program design, value-based care, reimbursement, or payer operations Experience managing customer relationships and working with stakeholders across multiple levels Strong communication skills, including the ability to present insights clearly Experience using data to inform decisions and customer recommendations Ability to collaborate effectively across cross-functional teams Familiarity with CRM or customer success tools (e.g., Salesforce, Gainsight) (preferred) Ability to manage multiple priorities in a structured, organized manner Experience facilitating discussions and resolving stakeholder challenges (preferred) Expected Compensation $97,000 - $165,000 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

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, athenahealth enables employees 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 United by our mission and driven by our entrepreneurial spirit, our work at athenahealth is collaborative, transformative, and above all, it's meaningful. Our employees take pride in using technology and data-driven insights to inspire changes that will make the U.S. healthcare system better for everyone, including your friends, family and maybe even you. Notice to

Job Seekers/Job Candidates:

Recruitment Fraud Alert Please be aware of questionable job offers that are not affiliated with athenahealth. athenahealth has been made aware of unauthorized career opportunities offered by individuals posing as representatives of larger U.S. companies, including athenahealth. The fictitious jobs are advertised on employment-search websites, such as Indeed.com and Craigslist.com, and prospective employees are required to share their personal and financial information (e.g. credit card, bank information), provide copies of their government-issued identification, and/or send money for application fees, processing charges or work permits. The victims who are told they are "hired" are often instructed to deposit a check (which is later returned as fraudulent) into their own account and to forward overpayment to individuals - usually via wire transfer.

Important information for job seekers:

athenahealth has a formal application process and we do not request you to interview on a Google Hangout or via text messaging. athenahealth will never request money for the opportunity to apply or work for athenahealth. athenathealth does not require completion of tax forms, bank account or credit card information as part of the recruiting process. If you feel that you have been a victim of such a scam, please send an email to: askhr@athenahealth.com