Job Description

Are you a relationship-driven problem solver who thrives on helping clients succeed while working as part of a close-knit, high-performing team? At AdvancedMD, we are driven by your success. AdvancedMD is seeking an ambitious, client-focused Customer Success Specialist to join our Customer Success & Adoption Team. The Customer Success Specialist(CSM) will serve as the primary strategic liaison between AdvancedMD and its live clients, owning long-term satisfaction, retention, and growth by aligning our products and services with each client's unique business goals. At AdvancedMD, we engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at AdvancedMD. If you are a proactive, strategic team player who thrives in a collaborative environment and is passionate about delivering exceptional client experiences, we want to hear from you!

Essential Job Duties:

• Serve as the primary strategic point of contact and internal advocate for a portfolio of live AdvancedMD clients, building trusted long-term relationships
• Conduct scheduled Strategic Partner Reviews (SPRs) to evaluate client health, review platform utilization, discuss goals, and identify new opportunities
• Monitor open cases, issues, and escalations; coordinate with internal teams — Support, Billing, Implementation, and Product — to ensure timely and satisfactory resolution
• Collaborate with clients and the sales team to identify and support service change requests, new provider additions, and contract or pricing clarifications
• Proactively identify at-risk clients and develop targeted retention strategies in partnership with cross-functional stakeholders
• Communicate new product releases, feature enhancements, and FAQs to clients to drive adoption and maximize platform value
• Facilitate cross-departmental meetings as needed to address complex client needs and ensure alignment across all relevant AdvancedMD teams
• Identify upsell and cross-sell opportunities and collaborate with the sales team to drive expansion within the account base
• Guide clients on best practices for utilizing App Services for provider management, new subkeys, and purchased modules
• Assist in the development of client success playbooks and internal processes
• Perform other duties as needed and directed by leadership

What You'll Need to Get the Job Done

• Bachelor's degree in a related field or equivalent experience
• 2+ years of experience in customer success, account management, or a client-facing role
• 4+ years of experience in the Healthcare IT industry
• Project management skills with the ability to manage client relationships and serve as a trusted strategic advisor
• Strong written and oral communication skills with the ability to translate technical concepts into business terms
• Experience with CRM tools for account tracking and activity documentation
• Organized and detail-oriented with the ability to manage multiple accounts simultaneously
• Ability to prioritize effectively and handle shifting priorities professionally
• Personal track record of being thorough, courteous, and responsive in client service

What Will Make us LOVE You

• 4+ years of experience in account management, client success, or a strategic client-facing role
• Experience in healthcare IT, EHR/practice management software, or medical billing
• Familiarity with AdvancedMD platform workflows including PM, EHR, and revenue cycle management
• PMP Certification
• Excellent verbal and written communication skills with a strong emphasis on active listening
• Ability to analyze information and use logic to address client issues and drive solutions
• Ability to work independently and as a contributing collaborator within a team
• Self-starter with the ability to organize work for maximum efficiency

Life at AdvancedMD: The BURST Way to Be - Learn more about our Company culture.

• Be Intentional – We act with clarity, focus, and purpose in everything we do.
• Urgency with Purpose – We move fast on what matters and deliver meaningful results.
• Respect Always – We lead with integrity, value every voice, and build each other up.
• Strive for Greatness – We set high standards, embrace innovation, and never stop improving.
• Together with Clients – We collaborate deeply, build trusted partnerships, and win as one team.