Job Description

ABOUT THIS POSITION

As a Customer Success Manager, you will be responsible for fostering and managing strong, strategic, long-term relationships with customers (especially at decision-maker and executive levels), navigating complex customer environments, aligning around definitions of “success” for both the customer and Waystar, and partnering with cross-functional teams (product, implementation, clinical, support) to ensure the customer derives value from our solution and remains retained and engaged.

WHAT YOU'LL DO

  • Onboard new customers: define rollout plans, drive milestone adoption, monitor progress.
  • Build executive relationships and account strategy to drive retention and expansion.
  • Identify churn risks early; proactively develop mitigation plans.
  • Surface upsell/cross-sell opportunities by understanding customer value drivers.
  • Collaborate internally (product, engineering, clinical, support) to influence the roadmap based on customer feedback.
  • Track, monitor and report on success metrics: usage, adoption, renewal rates, customer satisfaction.
  • Serve as a point of escalation for customer issues; ensure customer outcomes are achieved.

    • WHAT YOU'LL NEED

  • Bachelor’s degree (or equivalent experience).
  • Several years of experience in customer success, account management, or client services in a SaaS and preferably healthcare-tech environment.
  • Familiarity with healthcare revenue cycle, clinical documentation improvement (CDI), utilization management, or related domain is a plus.
  • Strong communication and relationship-building skills: able to engage both operational and executive stakeholders.
  • Metrics-driven mindset: define success and monitor key outcomes.
  • Comfortable navigating ambiguity in a fast-growing organization, and influencing cross-functional teams.
  • Experience with CRM/CS tools (e.g., Salesforce, Gainsight) preferred.

    • ABOUT WAYSTAR

    Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

    Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

    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

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