Customer Success Manager

Customer Success Manager

Osmind is a technology, services, and data company focused exclusively on psychiatry. Mental health disorders are one of the leading causes of death worldwide and are tied to shortened life expectancies. Yet, we have cause for hope: there have been developments in new psychiatric medications since the first FDA approval in 1954, such as new treatments like ketamine, Spravato, and neuromodulation. Now, there is a growing movement among clinicians, patients, and researchers to close the gap between this scientific innovation and better real-world care. At Osmind, we serve a network of 800+ independent psychiatry practices across 49 states. We help these clinics effectively provide high-quality care, scale as businesses, and contribute to research with our purpose-built EHR, software solutions, clinician community, and managed services. Our providers are at the forefront of psychiatry, offering innovative interventions and treating some of the highest acuity patients in the country. Osmind is a San Franciscobased public benefit corporation backed by top investors including DFJ Growth, Future Ventures, General Catalyst, and Y Combinator.

As a Practice Operations Partner, you will be a vital part of our specialized Customer Success team, serving as the primary operational liaison between our clinicians and Osmind offerings. Your focus will be on optimizing practice workflows, ensuring smooth adoption and ongoing use of our EHR and RCM services, and ultimately enabling clinicians to focus on patient care and grow their business without operational distractions. This individual contributor role requires exceptional communication and relationship management skills, a strong understanding of practice operations, and the ability to work independently with guidance from the Customer Success Lead.

What You'll Do:

• Serve as the trusted operational advisor for assigned clinical practices using the O360 product and RCM services.
• Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
• Proactively identify and troubleshoot practice operational challenges affecting patient care and revenue cycle processes.
• Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to ensure issues are resolved promptly and improvements are communicated.
• Deliver tailored training and enablement sessions focused on operational excellence and product utilization.
• Manage ongoing client relationships to drive product adoption, satisfaction, and retention.
• Partner with practices on expansion opportunities including new treatment modalities (TMS, Spravato, ketamine) and capacity optimization.
• Gather and relay customer feedback to inform continuous product enhancement.
• Track and report concrete improvements in practice performance metrics, demonstrating clear return on Osmind 360 investment within 6 months post go-live.
• Provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
• Operate autonomously, prioritizing workload and managing time effectively to meet client and company expectations.

Required Experience:

• Minimum 3-5 years' experience in healthcare practice operations working in independent practices.
• Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems.
• Proven track record in customer success, client relationship management, or practice consulting roles.
• Strong communication skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders.
• Demonstrated ability to handle multiple clients or projects simultaneously with minimal supervision.
• Proficiency in using software platforms for communication, project management, and reporting.
• A patient-first mindset with a passion for improving clinician workflows and patient outcomes.

Nice to Haves:

• You've worked with or at a behavioral health private practice leveraging modalities like Spravato and TMS.
• Track record in practice growth strategy or business development within healthcare.
• Knowledge of data analytics related to practice operations or financial performance.

$76,000 - $135,000 a year Depending on experience. The reasonably estimated national salary range for this position is between $76,000-$135,000 per year, plus an equity package for eligible employees. Actual compensation will be commensurate with the candidate's experience and local cost of labor. In addition, Osmind offers a wide range of comprehensive and inclusive employee benefits, including healthcare, dental, vision, generous family leave, FSA/DCFSA, mental health benefits, a 401(k) plan, and flexible paid time off. Some candidates may see the list above and feel discouraged because they don't match all the items. Please apply anyway: there's a good chance you also have important skills we've missed! We are committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, underrepresented people of color, LGBTQ+ people, veterans, and people with disabilities.