Customer Success Manager

Job description

NEXTPATIENT | CLIENT SUCCESS MANAGER We’re a small team building the best software for medical practices. The software you experience at the doctor is often terrible. We fix this by integrating with the doctor’s legacy system and providing easy online scheduling, bill pay via text, digital check-in, interactive reminders, automated waitlist, and more. Patients get a modern experience and practices save time. We’re just 40 people, but used in thousands of offices around the country, and we regularly replace products from larger, older, or better-funded competitors. We haven’t raised any funding because we’ve seen it ruin too many promising companies. About the role The Client Success team is responsible for getting practices live on NextPatient and making sure they’re successful long after. Everyone on the team becomes an expert in our product. You’ll spend time understanding how each practice operates, then configure NextPatient to fit their workflow and drive better outcomes for their staff and patients. From day 1, you’ll work closely with the product team to advocate for improvements based on what you’re hearing from clients. What you’ll do - Lead new client implementations and guide practices to a successful go-live - Configure NextPatient to match each client’s workflows and goals - Run web-based training sessions and ensure clients feel confident using the platform - Act as the day-to-day point of contact for client questions and support - Proactively reach out to clients with best practices and new feature education - Troubleshoot issues and find practical solutions quickly - Build strong relationships and become a trusted partner to your clients - Gather client feedback and help shape the product roadmap - Help improve internal processes across implementation, support, and account management What we’re looking for - 3–5+ years of experience in customer success, account management, or a similar role - Strong problem-solving skills and attention to detail - Clear, thoughtful communication over email and phone - Ability to manage multiple clients and priorities at once - Curiosity and a desire to deeply understand how things work - A high level of ownership and follow-through - SaaS experience preferred - Healthcare experience is a plus, but not required What success looks like You become someone your clients trust. They know you understand their business, respond quickly, and help them get real value out of the product. Internally, you help make the product better by sharing what you’re seeing and pushing for improvements that matter. Everyone on the team brings a different set of strengths. We encourage you to lean into yours by taking on projects and initiatives that align with how you do your best work. The strongest team members find their own ways to add value, whether that’s improving processes, contributing to product ideas, or elevating the client experience. Perks of working at NextPatient - Freedom to work from home - No fixed vacation policy. We encourage everyone to take a real 2-week vacation each year to somewhere amazing - Year-end company-wide trip (2025 in Austin, 2024 in Miami, 2023 in Park City) - Mid-year team trips with +1s (2025 in Chicago, 2024 in Las Vegas, 2023 in San Francisco) - Health benefits, 401(k) with company match, and equity