Job Description

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

Manager,athenaPayerCustomer Success

This role supportsathenaPayercustomers in achieving meaningful outcomes by aligning athenahealth solutions to their operational and business goals. The Manager,athenaPayerCustomer Success,is responsible formanagingand nurturingpost‑salecustomer relationships,identifyingimprovementand partnershipopportunities, and coordinating resolution of complex issues. This role partners closely with internal teams and customer stakeholders to driveretention through value realizationand satisfaction. This position follows a hybrid work model. This role reports to a Director of Customer Success,athenaPayer

About the Team

athenaPayeris a growing portfolio of solutions that allow payers and providers to seamlessly exchange data and insights to help providers makeoptimalcare ​decisions while streamlining burdensome administrative processes.TheathenaPayerCustomer Success team partners with athenahealth’s payer and provider customers to support long-term success, retention, and performance improvement. The team collaborates with product,strategy, support,implementation,andsalesteams to deliver coordinated, customer-focused solutions. Using data, reporting tools, and customer insights, the teamidentifiesrisks and opportunities to improve outcomes. Their work ensures customers can effectively use athenahealthsolutionsto support business and operationalobjectives

Essential Job Responsibilities

• Manage relationships with assignedathenaPayercustomers as the primary post-sale point of contact

• Analyze customer performance, satisfaction, and operational challenges toidentifyrisks and improvement opportunities

• Develop and execute customer success plans aligned to payer-specific business goals and regulatory requirements

• Coordinate with internal teams to address escalated issues and ensuretimelyresolution

• Conduct business impact analyses and communicate findings and recommendations to customer stakeholders

• Monitor indicators of customer risk and develop mitigation plans in partnership with internal teams

• Facilitate regular operational reviews and strategic discussions with customer stakeholders

• Promote adoption and effective use of athenahealthsolutions

• Identifyopportunities for account growth and partner withsales colleaguesto support expansion

• Use AI-enabled tools in day-to-day workflows (e.g., analyzing trends, summarizing customer data, preparing insights) andvalidateoutputs to supportaccurate, effective decision-making

Additional Job Responsibilities

• Support prioritization of customer issues based on business impact

• Contribute to internal documentation and knowledge sharing

• Participate in cross-functional initiatives to improve customer experience

• Maintain awareness of payer industry trends, including regulatory and reimbursement changes

• Support onboarding or transition activities for customer accounts

• Provide feedback to product and internal teams based on customer insights

Expected Education & Experience

• Bachelor’s degree or equivalent practical experience

• 5+ years of experience in customer success, account management, consulting, operations, or a related field

• Experience working with healthcare payers, including familiarity withclinical data exchange,interoperability,incentive program design,value-based care,reimbursement, or payer operations

• Experience managing customer relationships and working with stakeholders across multiple levels

• Strong communicationskills, including the ability to present insights clearly

• Experience using data to inform decisions and customer recommendations

• Ability to collaborate effectively across cross-functional teams

• Familiarity with CRM or customer success tools (e.g., Salesforce, Gainsight) (preferred)

• Ability to manage multiple priorities in a structured, organized manner

• Experiencefacilitatingdiscussions and resolving stakeholder challenges (preferred)

Expected Compensation

$97,000 - $165,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented   employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can 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.

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.

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

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity