Customer Success Manager

Job description

Business Unit: PrognoCIS EHR Software, developed, owned, and supported by Bizmatics Inc., is a feature-rich solution designed with specialty-specific workflows tailored for clinics. Built with user experience in mind, PrognoCIS offers intuitive navigation and comprehensive encounter documentation and is fully certified by CMS. PrognoCIS delivers a complete HealthCare IT solution ideal for both small practices and large, multi-specialty group clinics. The platform includes a wide range of key features such as Electronic Health Records (EHR), Practice Management, Medical RCM Services, Electronic Prescriptions, Bi-Directional Lab Interfaces, Patient Portal, and Telemedicine. Job Summary: We are seeking a highly motivated and customer-centric individual to join our team as a SaaS Customer Success Manager. In this role, you will be responsible for building and maintaining strong relationships with our PrognoCIS clients, ensuring their success, satisfaction, and long-term retention. Acting as a trusted advisor, you will help customers achieve their business goals through effective product utilization and strategic guidance. The position involves proactive communication, relationship management, and collaboration with cross-functional teams, including Support, Implementation, Product, and Finance, to deliver a seamless customer experience. Primary Functions: Monitor customer adoption and usage of the Bizmatics EHR Platform, conducting regular monthly or quarterly business review meetings to assess progress and identify opportunities for improvement. Establish and execute clear customer retention and success goals to maximize satisfaction, drive adoption, and ensure long-term value. Proactively monitor customer engagement and product utilization, identifying opportunities for upselling, cross-selling, or account expansion. Serve as the primary escalation point for both business and technical issues, providing centralized ownership and coordination within PrognoCIS. Collaborate closely with the Technical Support and Product teams to ensure prompt resolution of customer inquiries and seamless communication. Build and maintain strong, trust-based relationships with key stakeholders across client organizations. Deeply understanding customer business goals, challenges, and desired outcomes to ensure alignment with product capabilities and success metrics. Identify and nurture customer advocates who can provide testimonials, participate in case studies, or serve as references. Gather and analyze customer feedback on product functionality, usability, and overall satisfaction to drive continuous improvement. Collaborate with the Product Development team to rely on actionable insights that influence the product roadmap. Analyze customer data and usage trends to detect patterns, predict risks, and recommend improvements to enhance value realization. Leverage data analytics and AI-driven insights to provide customers with strategic recommendations on optimizing their experience and maximizing ROI from the SaaS platform. (New market trend addition) Present relevant feature enhancements, product updates, or new modules that align with customer needs and growth objectives. Partner with Marketing, Product, and Customer Experience teams to ensure consistent communication, enhance customer engagement, and promote new product functionalities. Align customer success initiatives with broader marketing and organizational goals, ensuring customers are informed, engaged, and empowered at every stage of their lifecycle. Collaborate with the Finance and Accounting teams to manage end-to-end client billing and collections processes, ensuring timely payment realization and account accuracy. Identify and track clinics or customers with outstanding balances, proactively communicating with them to secure payments and reduce aging receivables. Conduct regular reviews of client account statements, reconciling discrepancies, and ensuring alignment between billing and services rendered. Work with internal teams to resolve billing disputes, apply necessary adjustments, and issue credit notes when approved. Support the accounting team in preparing payment plans, obtaining client approvals, and monitoring adherence to agreed schedules. Contribute to monthly financial reporting by providing insights on collection status, at-risk accounts, and trends impacting cash flow. Partner with leadership to implement process improvements that strengthen revenue collection, minimize delinquencies, and enhance the overall financial performance of the customer base. Work Mode: Hybrid Shift Timings: 08:00pm to 05:00am IST Location: Mumbai -In Office What We Are Looking For: 5 + years of experience in Customer Success, Account Management, or Technical Support Engineering with a proven track record of customer retention and engagement. Knowledge of the U.S. healthcare industry and minimum 2+ years of experience with any EHR platform (preferred). Strong understanding of SaaS metrics such as adoption, retention, churn management, and customer health scoring. Demonstrated technical aptitude with the ability to understand, explain, and troubleshoot complex software solutions. Proficiency in CRM systems such as Salesforce, HubSpot, and Microsoft Office Suite. Experience using customer analytics platforms to interpret data and drive decisions. What Would Make You Stand Out: Familiarity with AI-based tools for customer insights, automation, or engagement. Knowledge of Customer Success methodologies and best practices. Strong problem-solving mindset with the ability to handle complex or high-pressure client situations. A natural curiosity and ability to learn new technologies quickly and translate technical details for non-technical users. Hands-on with any SAAS Customer Success Platform. Soft Skills/ Behavioural Skills: 1. Excellent Communication Skills (Written & Verbal) 2. Working Independently. 3. Critical Thinking Benefits: Annual Public Holidays as applicable 30 days total leave per calendar year Mediclaim policy Lifestyle Rewards Program Group Term Life Insurance Gratuity ...and more!