Join athenahealth’s Customer Success team in a new & exciting dual-role—part trusted client advisor, part strategic program driver. This is a unique opportunity for someone with deep ASC operations experience and a passion for client success, healthcare technology, and cross-functional leadership.

The Customer Success Organization is focused on helping athena’s customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders. We do this by communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Customer Success Senior Associate is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party’s purview in athena’s unique co-sourcing model.

Position Summary:
As an ASC Senior Associate, you will split your time equally as a CSM managing client relationships to ensure satisfaction and retention, and as a Program Manager leading cross-functional initiatives to enhance ASC-specific product adoption, performance, and strategy. As a CSM, you will help drive initiatives that contribute to the customer’s success and align with their mission, assist in identification and resolution of complex issues, collaborate with internal teams/resources as needed and effectively communicate to clients. As a Program Manager you will be responsible for driving cross functional initiatives focused on ASC engagement, internal knowledge curation, product enhancement, and overall support of our expansion across our client base.

This role is ideal for a strategic, client-facing professional with deep ASC knowledge and a passion for driving operational excellence and customer success.

Responsibilities may include, but are not limited to:

50% Customer Success

Serve as a trusted advisor to Group clients, aligning athenahealth’s services with their business goals.

Drive resolution of escalated issues through cross-functional collaboration.

Conduct strategic planning and operational performance reviews with clients.

Monitor client satisfaction and proactively mitigate attrition risks.

Ensure adoption and optimization of athenahealth products.

Present growth opportunities to Account Executives.

Maintain strong relationships with client operational leadership.

Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community including monitoring trends in issues and recommending internal resources to improve the root cause

Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately

Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place

50%- ASC Specialty Program Management

Direct customer engagement with Ambulatory Surgical Centers (ASC) across the organization via close collaboration and partnership with the Customer Success Manager to gather feedback, understand pain points, and ensure optimal product utilization

Understand training journeys and provide insight into training opportunities and guidance on where to invest in additional training.

Collaborate with and influence a cross-functional Specialty leadership team.

Influence Specialty business metrics scorecard and growth goals and leading progress readouts to the broader organization via quarterly business reviews (QBR).

Lead initiatives to improve ASC-specific Net Promoter Scores (NPS) and RCM performance.

Maintain onboarding playbooks and support ASC product launches.

Facilitate user groups and feedback loops to inform product enhancements.

Influence business metrics, buid internal knowledge programs, and curate ASC best practices. Track and report on ASC specialty metrics and performance.

Support the development of a knowledge certification program for ASC operations.

Serve as a workflow and compliance subject matter expert in ASC operations and workfows.

Education, Experience, & Skills Required:

Proven experience working in an ambulatory surgery center.

Strong understanding of clinical workflows and accreditation requirements.

Excellent leadership and organizational skills.

Ability to work collaboratively with medical and administrative staff.

Bachelor’s Degree preferred

3–5 years of experience in healthcare, specifically in ASC environments.

3–5 years in customer success, operations, or program management role

Strong customer communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue

Proven ability to influence both customers and internal stakeholders.

Proven ability to manage and prioritize multiple projects while paying strict attention to detail.

Preferred requirements

CRM Experience (specifically, Salesforce.com and Gainsight)

Experience with and knowledge of athenaOne services with a deeper expertise in one or more services

Service and relationship experience with athena clients

Behaviors & Abilities Required:

Ability to work independently as well as part of an extended, cross-functional team

Manage client relationships ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved

Self-driven, results-oriented with a positive outlook

Take initiative with little to no direction

Be transparent and honest in a positive, professional and polite manner

Conflict Resolution Skills

Empathic communicator with a consultative approach, able to see things from other person's point of view

Contributes to team culture and understands and supports athena’s purpose.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.