Customer Success Executive

About the Role

The Customer Success Executive ensures customers get the most from PatientPoint's products, manages all aspects of service from setup to troubleshooting, and promotes engagement and retention. As the primary customer advocate, this role partners with provider offices to understand their needs, optimize their experience, and identify opportunities to expand value.

Key Responsibilities

• Manage the complete service and connectivity device lifecycle, from onboarding through implementation, ensuring smooth operation and timely resolution of issues.
• Troubleshoot and resolve hardware and software issues by applying training, resources, and logical problem-solving skills.
• Accountable for product training and adoption by proactively engaging customers to drive full and effective use of product features and functionality. This requires determining the optimal training method for each office and ensuring successful implementation.
• Serve as the customer’s trusted advisor, building strong relationships and delivering an exceptional customer experience at every touchpoint.
• Monitor account health, usage trends, and feedback to identify risks to retention and opportunities for growth.
• Partner cross-functionally with internal teams (sales, technical support, product, operations) to escalate and resolve complex issues.
• Lead Proactive Cadence Calls and other strategic customer conversations to highlight value, outcomes, and future opportunities.
• Contribute to continuous improvement by sharing customer insights and recommending enhancements to products and processes.

Requirements & Tech Stack

• Proven ability to manage customer relationships with a solution-oriented and customer-first mindset.
• Strong critical thinking and problem-solving skills; comfortable learning and applying technical knowledge through training.
• Excellent communication skills, with the ability to tailor messaging to end users, office managers, and executives.
• Ability to independently manage multiple priorities, remain calm under pressure, and deliver timely results.
• A passion for driving customer engagement, retention, and growth.
• Service-oriented with a strong sense of ownership and accountability.
• Naturally curious, eager to learn, and adaptable in fast-changing environments.
• Ability to simplify complex issues and explain solutions in clear, approachable language.
• Strong organizational skills with attention to detail and follow-through.
• Proficiency with CRM and customer success tools (e.g., Salesforce) is a plus.
• Collaborative mindset with the ability to work effectively across teams and influence without direct authority.
• Entrepreneurial spirit with a proactive approach to identifying opportunities for improvement and growth.
• Demonstrated ability to balance empathy with driving business outcomes.

Qualifications

• Experience in customer success, account management, or related customer-facing role is preferred.