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 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 analytics and AI-driven insights to provide customers with strategic recommendations on optimizing their experience and maximizing ROI from the SaaS platform. (New market trend addition)
• Present relevant feature enhancements product updates or new modules that align with customer needs and growth objectives.
• Partner with Marketing Product and Customer Experience teams to ensure consistent communication enhance customer engagement and promote new product functionalities.
• Align customer success initiatives with broader marketing and organizational goals ensuring customers are informed engaged and empowered at every stage of their lifecycle.
• Collaborate with the Finance and Accounting teams to manage end-to-end client billing and collections processes ensuring timely payment realization and account accuracy.
• Identify and track clinics or customers with outstanding balances proactively communicating with them to secure payments and reduce aging receivables.
• Conduct regular reviews of client account statements reconciling discrepancies and ensuring alignment between billing and services rendered.
• Work with internal teams to resolve billing disputes apply necessary adjustments and issue credit notes when approved.
• Support the accounting team in preparing payment plans obtaining client approvals and monitoring adherence to agreed schedules.
• Contribute to monthly financial reporting by providing insights on collection status at-risk accounts and trends impacting cash flow.
• Partner with leadership to implement process improvements that strengthen revenue collection minimize delinquencies and enhance the overall financial performance of the customer base.

Work Mode: Remote

Shift Timings: 08:00pm to 05:00am IST
Location: Mumbai -In Office

What We Are Looking For:

• 5 years of experience in Customer Success Account Management or Technical Support Engineering with a proven track record of customer retention and engagement.
• Knowledge of the U.S. healthcare industry and minimum 2 years of experience with any EHR platform (preferred).
• Strong understanding of SaaS metrics such as adoption retention churn management and customer health scoring.
• Demonstrated technical aptitude with the ability to understand explain and troubleshoot complex software solutions.
• Proficiency in CRM systems such as Salesforce HubSpot and Microsoft Office Suite.
• Experience using customer analytics platforms to interpret data and drive decisions.

What Would Make You Stand Out:

• Familiarity with AI-based tools for customer insights automation or engagement.
• Knowledge of Customer Success methodologies and best practices.
• Strong problem-solving mindset with the ability to handle complex or high-pressure client situations.
• A natural curiosity and ability to learn new technologies quickly and translate technical details for non-technical users.
• Hands-on with any SAAS Customer Success Platform.

Soft Skills/ Behavioural Skills:

1. Excellent Communication Skills (Written & Verbal)

2. Working Independently.

3. Critical Thinking

Benefits:

• Annual Public Holidays as applicable
• 30 days total leave per calendar year
• Mediclaim policy
• Lifestyle Rewards Program
• Group Term Life Insurance
• Gratuity
• ...and more!