Senior Customer Success Manager, Payer Team



Customer Service, Sales & Business Development
Posted on Friday, November 10, 2023

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Senior Customer Success Manager, Payer Team - Enterprise Service Tier

We are looking for a Senior Customer Success Manager in the Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with our Payer clients who are amongst our largest and most strategic partners. You will be a senior member of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of your customers by establishing yourself as a trusted, knowledgeable advisor and business partner for their operational leadership.

The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case. Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas. We are a teaching and learning culture focused on making our customers successful. You will have assignments which stretch your capabilities, assignments that showcase your strengths, and assignments where you mentor others. If you join athena with strong relationship skills, you will immediately be a key asset in working through challenging situations, demonstrating your ability to maintain a calm, collaborative atmosphere, while deepening your expertise by learning from your colleagues the ins and outs of the athena products and which resources to engage. If you bring strong technical skills, you will be a key contributor to data and integration challenges, while quickly learning the details of quality programs, risk adjustment or clinical data exchange.

The Senior Manager is expected to be able to lead the overall client governance and build strong relationships with the operational leaders, including VP and C-Suite executives, that strengthen athena’s position to drive change, solve issues, and retain and expand athena’s business with the customer. A Senior Manager with solid relationship skills and industry background will expand their athena skillset in this role, increasing their ability to deliver value to large clients as the lead on a book of large, complex payer clients.

The Team: The Enterprise Payer CSM team works with our Payer customers who are large organizations that interact with all of our provider customers. As a Senior Manager on this team, you will play a leading role in supporting some of our largest and most influential clients.

Job Responsibilities

  • Ultimate responsibility and accountability for customer satisfaction and retention within assigned book of $10M+ accounts

  • Effectively network and build trusting relationships with client operational leadership including conducting governance meetings with clients to maintain strategic alignment on business goals and plans to achieve them

  • Work with teams across athena to solve issues and address challenges to improve the effectiveness of the athena solution for your customer.

  • Tailor a long-term success plan for each client that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with product, consulting, and support teams to ensure the client is successful

  • Assess and prioritize issues that may lead to client attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place

  • Collaborate with, learn from, and mentor fellow CSMs and extended team members to drive ongoing improvement in athena’s ability to drive customer success.

Typical Qualifications

  • Bachelor’s degree preferred

  • 7+ years of professional experience, including working knowledge in healthcare quality programs, risk adjustment, claims, clinical data exchange or EMR in a sales, service, or operations role

  • Executive-level communication, interpersonal skills, and the ability to effectively navigate conflict

  • Strong working knowledge of Salesforce and Gainsight is a plus

  • Ability to work independently and as a member of an extended, cross-functional team

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:



New York:

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we 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.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And 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.

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.