Customer Success Manager

Job description

ABOUT THIS POSITION: As a Customer Success Manager, you will be responsible for fostering and managing strong, strategic, long-term relationships with customers (especially at decision-maker and executive levels), navigating complex customer environments, aligning around definitions of “success” for both the customer and Waystar, and partnering with cross-functional teams (product, implementation, clinical, support) to ensure the customer derives value from our solution and remains retained and engaged. WHAT YOU'LL DO: - Onboard new customers: define rollout plans, drive milestone adoption, monitor progress. - Build executive relationships and account strategy to drive retention and expansion. - Identify churn risks early; proactively develop mitigation plans. - Surface upsell/cross-sell opportunities by understanding customer value drivers. - Collaborate internally (product, engineering, clinical, support) to influence the roadmap based on customer feedback. - Track, monitor and report on success metrics: usage, adoption, renewal rates, customer satisfaction. - Serve as a point of escalation for customer issues; ensure customer outcomes are achieved. WHAT YOU'LL NEED: - Bachelor’s...