Job Title: Customer Success Partner (Health Systems)

Job Summary:

As a Customer Success Partner (CSP), you are the quarterback of the customer relationship for a dedicated, blended book of business across a variety of Health System accounts. Your book is built deliberately: a mix of complex enterprise systems, solid mid-tier accounts, and smaller emerging ones.

You own the customer's full arc after implementation - from warm handoff through value realization to expansion. You are a trusted advisor, not a support queue. Your job is to understand each customer's business objectives - expanding patient access, converting online searches into booked appointments, keeping patients in-network, and maintaining accurate provider data - and translate the value of the Kyruus Connect platform into visible progress against those goals.

You will help orchestrate the operational roles assigned to you and pull in specialists as the situation demands. That coordination is what lets you stay focused on strategy, relationships, and value.

Essential Functions:

• Own the account arc. Serve as the single strategic owner of the relationship from post-implementation handoff through expansion - the clear answer to "who do I call."
• Deliver insight, not just reporting. Build a deep understanding of the product, each customer's composition, and their objectives, and bring Directors and decision-makers insights they couldn't get on their own - Kyruus Connect analytics tell a compelling, customer-specific story of value and opportunity.
• Investigate the real need. Look past individual tickets to the patterns beneath them to surface what customers actually need, and turn it into proactive guidance.
• Lead executive engagement. Run value reviews and QBRs with VP- and Director-level stakeholders on a cadence that scales with account tier, translating data into clear narratives about ROI and next steps.
• Orchestrate the team. Direct operational teammates and specialists on your accounts so the customer experiences one coordinated relationship.
• Drive retention and health. Proactively manage account health and run NPS/CSAT programs to protect retention and catch risk early.
• Fuel growth. Surface expansion signals and proof points to the Sales Account Executive - your role is to narrate value and flag opportunity, not to chase quota.
• Be the voice of the customer. Partner with Product, Sales, and Implementation to influence the roadmap and improve the customer experience.

Minimum Requirements:

Specific Job Skills:

• At least 5 years in Customer Success, Account Management, or a high-touch consultative role; SaaS or Healthcare IT (especially patient access, provider data, or digital scheduling) strongly preferred
• Communication mastery: Simplify complex concepts and present them persuasively to both operational users and executive leadership.
• Relationship focus: Build rapport, earn trust, and navigate the organizational dynamics of a health system.
• Analytical ability: Comfortably interpret product reporting, adoption data, and performance trends and turn them into "value stories." (You don't need to write SQL or parse logs - your operational partners own that - but you must confidently read and reason about the data.)
• Orchestration: Coordinate cross-functional resources to deliver a unified customer experience.
• Adaptability: Manage a portfolio spanning enterprise to emerging accounts and adjust your approach to each customer's maturity.

Education: Four-year Bachelor's Degree from college/university required.

Experience: 5 years of experience

Supervision: N/A

Certifications: N/A

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities: Standard categories

The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.