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 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: Hybrid

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!