Customer Success Manager

Business Unit:

PrognoCIS EHR Software, developed, owned, and supported by Bizmatics Inc., is a feature-rich solution designed with specialty-specific workflows tailored for clinics.

Built with user experience in mind, PrognoCIS offers intuitive navigation and comprehensive encounter documentation and is fully certified by CMS.

PrognoCIS delivers a complete HealthCare IT solution ideal for both small practices and large, multi-specialty group clinics.

The platform includes a wide range of key features such as Electronic Health Records (EHR), Practice Management, Medical RCM Services, Electronic Prescriptions, Bi-Directional Lab Interfaces, Patient Portal, and Telemedicine.

Job Summary:

We are seeking a highly motivated and customer-centric individual to join our team as a SaaS Customer Success Manager.

In this role, you will be responsible for building and maintaining strong relationships with our PrognoCIS clients, ensuring their success, satisfaction, and long-term retention.

Acting as a trusted advisor, you will help customers achieve their business goals through effective product utilization and strategic guidance.

The position involves proactive communication, relationship management, and collaboration with cross-functional teams, including Support, Implementation, Product, and Finance, to deliver a seamless customer experience.
 

Primary Functions:



* Monitor customer adoption and usage of the Bizmatics EHR Platform, conducting regular monthly or quarterly business review meetings to assess progress and identify opportunities for improvement.


* Establish and execute clear customer retention and success goals to maximize satisfaction, drive adoption, and ensure long-term value.


* Proactively monitor customer engagement and product utilization, identifying opportunities for upselling, cross-selling, or account expansion.


* Serve as the primary escalation point for both business and technical issues, providing centralized ownership and coordination within PrognoCIS.


* Collaborate closely with the Technical Support and Product teams to ensure prompt resolution of customer inquiries and seamless communication.


* Build and maintain strong, trust-based relationships with key stakeholders across client organizations.


* Deeply understanding customer business goals, challenges, and desired outcomes to ensure alignment with product capabilities and success metrics.


* Identify and nurture customer advocates who can provide testimonials, participate in case studies, or serve as references.


* Gather and analyze customer feedback on product functionality, usability, and overall satisfaction to drive continuous improvement.


* Collaborate with the Product Development team to rely on actionable insights that influence the product roadmap.


* Analyze customer data and usage trends to detect patterns, predict risks, and recommend improvements to enhance value realization.


* Leverage data analyt...