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Director, Customer Success, Payer Team - Enterprise



Customer Service, Sales & Business Development
Remote · United States
Posted on Thursday, September 7, 2023

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

Director, Customer Success, Payer Team - Enterprise Service Tier

We are looking for a Director to lead Customer Success Management for our Payer business within the Enterprise Service Tier in the Customer Success division. Our Payer business strategy is founded in bridging the value, data, and administrative gap between payers and providers. Your job will be to lead a team of CSMs to build and manage effective relationships with our Payer customers who are amongst our largest and most strategic partners. You will be responsible for ensuring the complete post-sale success and satisfaction of our Payer customers by establishing yourself and your CSMs as trusted, knowledgeable advisors and business partners for their operational leadership. You will be a member of the Enterprise CSM leadership team and responsible for ensuring the success and the health of our Payer customers while also collaborating with your colleagues to ensure that we maximize the benefit of our Payer relationships across our provider customers.

The most effective CSM leaders 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.

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 the leader of this team, you will have the opportunity to influence athena’s effectiveness in addressing the fragmentation that exists across the healthcare system.

Job Responsibilities

  • Ensure customer satisfaction (NPS), retention, and attainment of revenue targets for the Payer books of business.

  • Develop and maintain strong executive relationships at our largest and most strategic Payer customers.

  • Develop and evolve processes and best practices to ensure that CSMs are effective at building trusting relationships with leaders and driving strategic alignment between their customers and athena, including partnership meetings and executive touchpoints.

  • Work with teams across athena to address strategic and systemic issues and challenges to improve the effectiveness of the athena solution for the Payer customers.

  • For each customer, ensure that a long-term success plan is in place and being executed in alignment with their business goals.

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

  • Work with other CSM leaders to ensure that the athenaPayer business and athenaOne (provider) business are capitalizing on collaboration opportunities to deliver shared value to both sets of customers.

Typical Qualifications

  • Bachelor’s Degree preferred

  • 7-10 years of professional experience, including working knowledge in healthcare quality programs, risk adjustment, claims, clinical data exchange or electronic health records in a sales, service, or operations role

  • People management experience in a sales or customer service/support role

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

  • 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.