Manager, Strategic Customer Success
ServiceTitan
Customer Success Manager, EHR
Osmind
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $135,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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.
