Customer Success Associate

We kindly request that you do not contact us by phone regarding this job posting. Our phone lines are specifically for customers needing immediate support. Our hiring team carefully reviews all applications submitted through our careers page, and we'll reach out to candidates directly if there’s a match. Thank you for your understanding and patience!

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Success Associate

As a Customer Success Associate, you will manage and own relationships across our mid-market customer base, ensuring they achieve maximum value from the CipherHealth solution suite while supporting the roll-out of our digital touch engagement model. This role is critical in ensuring these customers achieve value from our solutions through proactive communication, digital engagement, and scalable support strategies. You will also collaborate with Senior Customer Success Managers on enterprise accounts, providing insights and operational support.

Key Responsibilities:

• Customer Relationship Management: Own and manage relationships with mid-market healthcare customers, serving as their primary strategic advisor and ensuring success and satisfaction with CipherHealth solutions.
• Strategic Account Support: Partner with Senior Customer Success Managers to support the success of 1–2 enterprise accounts, contributing insights and operational assistance.
• Digital-Touch Engagement: Collaborate with the Customer Success Operations team to execute low-touch/digital-touch strategies, leveraging automation tools and data insights to scale personalized outreach.
• Product Adoption: Drive adoption of CipherHealth solutions by understanding customer needs, offering consultative, tailored guidance rooted in best practices, and proactively addressing challenges.
• Strategic Alignment: Facilitate strategic discussions with key stakeholders, using a data-driven approach to reinforce the value of our solutions and ensure alignment with customers’ long-term goals.
• Customer Advocacy: Represent the voice of the customer within CipherHealth, providing actionable feedback to product and development teams to influence the product roadmap.
• Retention and Growth: Monitor account health and utilization data to identify trends, mitigate risks, and uncover opportunities for growth.
• Issue Resolution: Collaborate with internal teams to promptly and effectively resolve customer issues, ensuring a seamless and positive experience.
• Reporting and Analysis: Track and report on key performance indicators (KPIs), including customer satisfaction, product usage, and retention rates, to inform strategy and improve processes.

Qualifications:

• Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
• 1-3 years of experience in a B2B client management role in healthcare software or technology, or similar experience in healthcare consulting or professional services

Knowledge, Skills and Abilities:

• Experience with SaaS technology and customer success strategies, especially digital engagement models, preferred.
• Strong analytical skills, with the ability to derive actionable insights and craft compelling stories from data.
• Exceptional communication skills, able to explain technical concepts to non-technical audiences.
• Proven ability to build strong relationships with diverse stakeholders, demonstrating diplomacy, confidence, and patience.
• Proficiency with CRM platforms (Salesforce, Gainsight, Gong, etc.) and familiarity with healthcare software, EMRs, and business intelligence tools.
• Self-starter mentality, highly organized, and effective in prioritizing tasks under tight deadlines.
• Solid understanding of healthcare industry practices, regulations, and operations.
• Proactive problem-solving skills with a customer-focused mindset.
• Up to 10% travel may be required.

Don’t meet every single requirement?

At CipherHealth, we believe every candidate is unique and are dedicated to building an inclusive workplace. If your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate!

You will never be asked to conduct a text message interview, submit payment or share financial information to participate in our interview process. All emails from CipherHealth will come from "@cipherhealth.com" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from CipherHealth recruiting, forward it to careers@cipherhealth.com.

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
  • Base Salary range: USD $70,000-80,000 annually
• Professional Development: 
  • Access to professional development courses
  • Personalized 1:1 mentorship with Senior CSM
  • Comprehensive onboarding program, including live virtual sessions via Zoom and guided resources to ensure a smooth start.
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $40/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.