Customer Success Manager

About the role

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 provider customers 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. The role requires balancing high-level strategic planning with diligent day-to-day tactical execution and proactive problem-solving. You will own and nurture relationships with assigned customers to ensure seamless onboarding, implementation, and ongoing support. Ultimately, you will act as the primary point of contact, proactively addressing needs and concerns to establish a trusted advisor relationship.

Key facts

What you'll do

• Assume ownership of assigned customer accounts to guarantee smooth onboarding, implementation, and continuous support throughout the entire lifecycle.
• Act as the central point of contact and advocate for customers, proactively identifying requirements and resolving concerns before they escalate.
• Build and maintain trusted advisor relationships that drive the adoption of Humata Health's solutions and align with strategic operational workflows.
• Develop, document, and execute tailored success plans that map directly to customer strategic goals, operational needs, and desired outcomes.
• Leverage analytics and proficiency in PowerBI to track key metrics, analyze performance data, and demonstrate tangible value and ROI.
• Provide actionable insights on industry best practices and translate complex data into clear, compelling narratives for diverse audiences.
• Balance strategic initiatives with meticulous day-to-day management to resolve issues and ensure operational excellence.
• Collaborate closely with internal departments, including Growth, Product Development, and Subject Matter Experts, to refine solutions based on real-time customer feedback.
• Serve as the voice of the customer by facilitating feedback sessions and ensuring insights are integrated into product and service enhancements.
• Drive customer retention and secure renewals by consistently articulating value, identifying expansion opportunities, and proposing scope adjustments.
• Prepare and deliver tailored reports and presentations that highlight cost savings, performance metrics, and progress toward strategic objectives.
• Lead formal account health meetings and executive presentations to outline future plans, reinforce partnership value, and align on goals.

Requirements

• Hold a Bachelor's degree in Business, Economics, Healthcare Administration, or a closely related field.
• Possess 5+ years of professional experience in customer success or consulting roles, with a preference for healthcare or technology sectors.
• Demonstrate a proven track record of building and maintaining relationships with stakeholders at all levels, including executives and operational teams.
• Thrive in small team environments where you must handle both strategic planning and tactical execution on a daily basis.
• Exhibit exceptional communication and presentation skills, with the ability to tailor messaging for executives, clinicians, and operators.
• Show proficiency in using PowerBI and data analytics tools to interpret complex datasets and derive actionable insights.
• Maintain a strong analytical mindset focused on tracking, interpreting, and reporting on key performance indicators (KPIs).
• Display meticulous attention to detail and the ability to manage multiple priorities in a fast-paced, deadline-driven setting.
• Commit to a flexible schedule that may include occasional evening or weekend work to support global customers.
• Willingness to travel as required, potentially up to 30%, to engage with clients and partners in person.

Nice to have

• Familiarity with healthcare operations, prior authorization processes, or revenue cycle workflow optimization.
• Demonstrated ability to work effectively within early-stage companies and navigate rapid growth environments.
• Previous experience in roles that require balancing long-term strategic vision with immediate tactical demands.

Practical notes

• This position is full-time and remote-capable, with a hybrid option available in Orlando, Florida.
• Willingness to travel is required, with up to 30% travel expected as part of the role.
• Applicants must meet the outlined eligibility criteria without exception.

Interview Stages

3. Case study & roundtable

1. Reference checks
2. Offer

Why Join Humata Health?

• Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes.
• Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL.
• Competitive

Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles.

• Comprehensive Benefits: Full benefits package including unlimited PTO and a 401k program with employer match.
• Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development.
• Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued.

Pay Transparency

Humata Health will provide pay transparency information upon application to those in qualifying jurisdictions.

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.

Equal Opportunity Statement

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,