Manager, Clinical Services Consultant

ABOUT THIS POSITION

Manages a team of Customer Relationship Management - Customer Success individuals who build post-sales relationships with customers to drive and increase adoption and utilization of company products / services. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products / services, client renewal and retention results. Incumbents at the Manager level may manage only individual contributors. Incumbents at the Director and Senior Director level typically manage other Customer Relationship Management - Customer Success managers. Incumbents at the Director and / or Senior Director level may develop territory plans and participate in strategic and tactical planning. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

WHAT YOU'LL DO

* Manage a portfolio of mid-market client accounts, acting as their primary point of contact and trusted advisor.
* Develop a deep understanding of each client's business objectives, workflows, and challenges to proactively identify opportunities for Waystar solutions.
* Onboard new clients efficiently, ensuring a smooth transition and rapid time-to-value for their investment.
* Conduct regular business reviews with clients to assess their current usage, identify areas for improvement, and present new features or solutions.
* Proactively monitor client health, usage patterns, and satisfaction, taking immediate action to address any red flags or potential churn risks.
* Collaborate cross-functionally with sales, product, and support teams to advocate for client needs and resolve complex issues.
* Identify opportunities for account expansion and collaborate with the sales team to facilitate upselling and cross-selling initiatives.
* Develop and deliver client-facing training and educational materials to maximize product adoption and proficiency.
* Document client interactions, progress, and key insights within CRM systems.
* Contribute to the continuous improvement of Waystar's customer success processes and best practices.
 

WHAT YOU'LL NEED

* Bachelor's degree in Business Administration, Marketing, or a related field.
* 3-5 years of experience in a customer success, account management, or client-facing role, preferably within a SaaS or technology company.
* Proven ability to manage a portfolio of diverse clients and build strong, lasting relationships.
* Excellent communication (written and verbal), presentation, and interpersonal skills.
* Strong analytical and problem-solving abilities with a proactive approach to identifying and addressing client needs.
* Demonstrated ability to influence and persuade stakeholders at various levels within an organization.
* Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
* Self-motivated, organized, and able to manage multiple priorities effectively in a fast-paced environment.
* Experience with healthcare technology or revenue cycle management (RCM) solutions is a plus.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.