Senior Associate, Customer Success Readiness Program Management

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Senior Associate, Customer Success Readiness Program Management

We are looking for a Senior Associate of Customer Success Readiness Program Management to join our Customer Success division. In this role, the Senior Associate will play a critical enabling role within the division while supporting program managers by executing frontline issue management, surfacing insights from customer data, and coordinating readiness activities across teams. This individual will help enable Managers and Senior Managers to focus on strategic planning, stakeholder engagement, and program evolution, while the Senior Associate ensures day-to-day execution and visibility into program performance.

The Senior Associate of Customer Success Readiness Program Management opportunity is ideal for someone who thrives in a fast-paced, cross-functional environment and is passionate about improving customer outcomes through operational excellence.

Job Responsibilities

• Compile and analyze data related to customer satisfaction, issues, and performance on offerings
• Streamline data insight into actionable feedback loops to influence operational and product enhancements
• Support business reviews and executive leadership update preparation with data summaries and visualizations
• Monitor and triage issues, escalations, and attrition remediations raised by Onboarding Success Managers (OSMs), Customer Success Managers (CSMs), and service teams
• Coordinate cross-organizational resolution efforts for any issues, escalations, and attrition remediations that can be addressed by Customer Success teams
• Maintain issue logs and ensure timely follow-up and closure
• Assist in creating and updating Customer Success Readiness artifacts like onboarding playbooks, training materials, and internal communications
• Provide subject matter expertise on new and evolving offers to support cross-organizational project execution
• Attend cross-functional meetings and document action items and follow-ups
• Facilitate communication between CS teams and other go-to-market functions
• Help maintain shared resources such as team folders, community pages, and knowledge bases

Typical Qualifications

• Bachelor’s Degree or equivalent experience
• 2+ years of experience in Customer Success, Program Coordination, Operations, or Analytics
• Proficiency in Microsoft Excel, PowerPoint, and data visualization tools (e.g., Tableau, Power BI)
• Experience working in cross-functional environments and managing multiple priorities
• Strong analytical and problem-solving skills
• Proficient in Excel, including using pivot tables and functions (VLOOKUP) to analyze complex and large datasets
• Excellent written and verbal communication
• Highly organized with attention to detail
• Comfortable working with ambiguity and adapting to change
• Collaborative mindset and ability to build relationships across teams

About Athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. 

Learn more about our culture and benefits here: athenahealth.com/careers  

https://www.athenahealth.com/careers/equal-opportunity