Customer Success Specialist

Customer Success Specialist

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.

As a Customer Success Specialist at Greenway Health, you will play a key role in ensuring the success and satisfaction of our healthcare clients. You will be responsible for supporting a shared book of business, understanding client needs as they arise, and driving value through our health information technology solutions. You will follow established processes and playbooks to support customer needs in a reactive manner, as well as engaging proactively through a set cadence with healthcare providers to drive adoption, optimize workflows, and maximize the impact of our products and services. As Customer Success Specialist, you are responsible for the overall health of assigned accounts, including risk mitigation, facilitating contract changes, and identification of expansion opportunities.

Essential Duties & Responsibilities :

• Serve as a point of contact for a shared book of healthcare customers, maintaining internal records of interactions, and following established playbooks and processes.
• Conduct discovery to understand the needs of each customer, as they arise, providing standard solutions and best practice guidance to resolve issues and drive success.
• Collaborate cross-functionally with sales, product development, professional services, and support teams to share feedback, customer pain points, and problem-solve.
• Use Greenway Health tools and resources to monitor customer engagement and adoption of our products and services. Identify at-risk customers and follow playbooks to address risk factors and retain the customer.
• Act as a resource for common workflows in our health information technology solutions, providing standard best practices to customers. Escalate as appropriate with internal subject matter experts to support more complex customer workflow needs.
• Address customer pain points by following escalation paths and internal processes to resolve issues and share relevant feedback with Greenway Health colleagues in product, finance, and other functional areas.
• For onboarding and offboarding customers, facilitate a structured meeting cadence with each assigned customer. Deliver standard meeting materials, answer customer questions, and track action items to drive successful outcomes.
• Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients.
• Manage the contract renewal process, following internal processes and ensuring on time renewals align with commercial goals for the business. Collaborate with sales to incorporate appropriate upsell and cross-sell components.
• Identify expansion opportunities and provide a warm hand-off to Sales to pursue opportunities for upselling and cross-selling additional products / services to customers, driving revenue growth and maximizing customer lifetime value.

Education and Experience :

Skills, Knowledge, and Abilities :

Work Environment / Physical Demands :

Here's what we can offer you in exchange for your amazing work :

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!