PatientNow

Customer Success Manager

• Build strong relationships with PatientNow software customers
• Drive customers toward positive business outcomes
• Meet KPIs including gross revenue retention targets and engaging with customers
• Manage personal and automated touchpoints
• Promote best practice content to customers
• Identify at-risk customer segments and execute save strategies
• Conduct business reviews and document customer engagement

Client Success Manager

Implementation Specialist

• Assign new sales direct to implementation specialists for smooth delivery.
• Ensure follow-up and responsive outreach to customers throughout.
• Be willing to meet with customers to explain our onboarding process, clarify their scope, timeline, and next steps, ensuring a clear understanding of expectations.
• Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support.
• Consistent updates to Salesforce cases on customer outreach, notes from calls, etc.
• Facilitate a seamless transition of customers to their assigned implementation specialist.
• Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed.
• Work with other Services leaders to implement new processes and workflows to the delivery team.
• Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes.
• Document implementation processes and contribute to playbooks and internal knowledge base.
• Work closely with Sales during pre-sales and transition to align on customer needs and expectations.
• Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs.
• Train new hires for the Implementation team.
• Assist team members with escalated matters and be the first (or second) point of escalation.

Senior Implementation Manager

Security Engineer

• Lead Cloud Security Posture Management CSPM across AWS
• Architect and harden AWS infrastructure including IAM, VPC, S3, WAF, encryption, and segmentation
• Monitor and respond to security events using AWS security services
• Administer and optimize security tooling
• Develop and maintain incident response processes and lead forensic investigations
• Own the vulnerability management lifecycle
• Drive PCI DSS implementation and support HIPAA and SOC 2 audit readiness
• Conduct risk assessments and implement mitigation controls

Senior Security Engineer

Program Manager

• Lead the development and execution of payment program strategies in alignment with organizational goals and industry best practices.
• Manage all aspects of payment program lifecycles, including planning, implementation, monitoring, and continuous improvement.
• Collaborate with internal stakeholders, including product management, engineering, finance, legal, and customer support, to define requirements and prioritize initiatives.
• Oversee the integration of new payment methods, technologies, and partners to expand our payment capabilities and enhance customer satisfaction.
• Conduct market research and analysis to identify emerging trends, opportunities, and potential risks in the payments landscape.
• Monitor key performance indicators (KPIs) and metrics to evaluate the effectiveness and success of payment programs and implement corrective actions as needed.
• Develop and maintain strong relationships with external partners, such as payment processors, networks, banks, and regulatory bodies.
• Stay abreast of regulatory changes and compliance requirements related to payments, ensuring our programs adhere to industry standards and regulations.
• Provide guidance, mentorship, and support to junior team members, fostering a culture of collaboration, innovation, and continuous learning.
• Prepare and present comprehensive reports, presentations, and recommendations to senior leadership on payment program performance, challenges, and opportunities.

Senior Payments Program Manager

Product Adoption Specialist

• Drive Payment Volume Growth: Focus on increasing the total dollar volume of transactions processed through PatientNow’s payments platform across the existing client base
• Deepen Wallet Share: Expand payment solution adoption within current accounts by identifying underutilized opportunities and promoting higher transaction engagement
• Consult on Payment Strategy: Analyze client payment trends and consult on best practices to optimize transaction routing, payment mix, and recurring payment usage
• Deliver Strategic Value: Communicate the long-term revenue benefits of increasing volume through our integrated platform, including operational efficiencies, savings, and better reconciliation
• Merchant Statement Analysis: Review client statements not only for rate savings but also to identify opportunities to consolidate providers, increase payment routing, and streamline reporting—all of which lead to greater volume
• Collaborate Cross-Functionally: Work closely with Customer Success, Onboarding, and Support teams to ensure clients are fully activated and optimized for maximum payment throughput
• Leverage Insights to Upsell: Use data and usage metrics to identify clients with high growth potential and propose strategies to scale their payment operations
• Achieve Volume-Based KPIs: Meet and exceed goals tied to total payment volume (TPV), transaction growth, and customer retention, not just MID adds
• CRM Expertise: Use Salesforce or other CRM tools to track activity, monitor account health, and manage the sales funnel with a focus on expanding volume per account

Senior Payments Sales Adoption Specialist

Sales

• Own sales performance across all segments and motions
• Lead and develop senior sales leaders and managers
• Define segmentation, territories, coverage models, and sales operating plans
• Partner with CRO and RevOps on quotas, capacity models, and compensation design
• Serve as a core GTM leader in company planning, forecasting, and prioritization
• Own and continuously refine the sales pitch and value narrative
• Ensure teams articulate ROI, efficiency gains, and workflow impact
• Lead and support complex, high-impact deals
• Build a performance culture grounded in preparation, accountability, and data-driven execution
• Establish and inspect weekly, monthly, and quarterly operating rhythms
• Partner with RevOps to strengthen funnel health, inspection, and forecast accuracy
• Align with Marketing on ICP definition, messaging, and demand quality
• Partner with Onboarding and Customer Success on seamless handoffs and expansion motions
• Build, mentor, and retain a strong bench of sales leaders and future executives

Client Success Manager

Senior Implementation Manager

Senior Security Engineer

Senior Payments Program Manager

Senior Payments Sales Adoption Specialist

Vice President of Sales