Job Description
ABOUT THIS POSITION
Manages a team of Customer Relationship Management - Customer Success individuals who build post-sales relationships with customers to drive and increase adoption and utilization of company products / services. Manages identification of opportunities and closing of additional revenue from assigned clients including upselling and cross-selling of related products / services client renewal and retention results. Incumbents at the Manager level may manage only individual contributors. Incumbents at the Director and Senior Director level typically manage other Customer Relationship Management - Customer Success managers. Incumbents at the Director and / or Senior Director level may develop territory plans and participate in strategic and tactical planning. Provides both management and technical leadership. Leads the strategic development of the Customer Success function addressing business requirements and goals. Selects develops and evaluates personnel to ensure the efficient operation of the function.WHAT YOU'LL DO
* Manage a portfolio of mid-market client accounts acting as their primary point of contact and trusted advisor.
* Develop a deep understanding of each client's business objectives workflows and challenges to proactively identify opportunities for Waystar solutions.
* Onboard new clients efficiently ensuring a smooth transition and rapid time-to-value for their investment.
* Conduct regular business reviews with clients to assess their current usage identify areas for improvement and present new features or solutions.
* Proactively monitor client health usage patterns and satisfaction taking immediate action to address any red flags or potential churn risks.
* Collaborate cross-functionally with sales product and support teams to advocate for client needs and resolve complex issues.
* Identify opportunities for account expansion and collaborate with the sales team to facilitate upselling and cross-selling initiatives.
* Develop and deliver client-facing training and educational materials to maximize product adoption and proficiency.
* Document client interactions progress and key insights within CRM systems.
* Contribute to the continuous improvement of Waystar's customer success processes and best practices.
WHAT YOU'LL NEED
* Bachelor's degree in Business Administration Marketing or a related field.
* 3-5 years of experience in a customer success account management or client-facing role preferably within a SaaS or technology company.
* Proven ability to manage a portfolio of diverse clients and build strong lasting relationships.
* Excellent communication (written and verbal) presentation and interpersonal skills.
* Strong analytical and problem-solving abilities with a proactive approach to identifying and addressing client needs.
* Demonstrated ability to influence and persuade stakeholders at various levels within an organization.
* Proficiency with CRM software (e.g. Salesforce HubSpot) and customer success platforms.
* Self-motivated organized and able to manage multiple priorities effectively in a fast-paced environment.
* Experience with healthcare technology or revenue cycle management (RCM) solutions is a plus.
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 products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500000 providers 1000 health systems and hospitals and 5000 payers and health plans. For more information visit waystar.com or follow @Waystar on Twitter.
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
Waystar is proud to be an equal opportunity workplace. We celebrate value and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics marital status protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
This applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
Skills Required
- Bachelor's degree in Business Administration Marketing or a related field.
- 3-5 years of experience in a customer success account management or client-facing role preferably within a SaaS or technology company.
- Proven ability to manage a portfolio of diverse clients and build strong lasting relationships.
- Excellent communication skills (written and verbal) presentation and interpersonal skills.
- Strong analytical and problem-solving abilities with a proactive approach to identifying and addressing client needs.
- Demonstrated ability to influence and persuade stakeholders at various levels within an organization.
- Proficiency with CRM software (e.g. Salesforce HubSpot) and customer success platforms.
- Self-motivated organized and able to manage multiple priorities effectively in a fast-paced environment.
- Experience with healthcare technology or revenue cycle management (RCM) solutions is a plus.
What We Do
Waystar harnesses the power of agentic AI generative AI and advanced automation to drive meaningful outcomes so providers reach peak financial performance and patients receive care with confidence.The Waystar platform is used by more than 1 million providers and supports over 60% of the U.S. patient population - and integrates with all major HIS and practice management systems.The financial and administrative challenges facing healthcare providers are daunting. Waystar’s technology platform simplifies and unifies healthcare payments across the revenue cycle. We empower healthcare organizations to automate manual work gain insight into processes and performance and ultimately collect more revenue.At Waystar we know there’s a better more efficient way forward. Let’s climb the mountain ahead of us to reach new heights in healthcare.
Why Work With Us
Our Waystar values serve as a compass to center our decisions inspire action and promote outstanding performance. We are dedicated to providing a diverse inclusive workplace and fostering a shared sense of belonging.
Waystar Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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Date Posted
05/28/2026
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