Overview of the Role:
As a Customer Success Manager, you'll be the primary point of contact between our clinicians and Osmind, ensuring practices adopt and consistently use our EHR and RCM technology and services the way it's designed to be used. Your focus is on keeping customers happy, healthy, and engaged with the platform — proactively solving problems before they become churn risks, and making sure clinicians can focus on patient care. You'll also help practices see the fuller picture of what's possible with Osmind, spotting opportunities for them to expand their use of our offerings as their business grows. This individual contributor role requires exceptional communication and relationship management skills, a strong understanding of practice operations, and the ability to work independently with guidance from the Customer Success Lead.
What you'll do
Serve as the trusted advisor and main point of contact for assigned clinical practices using the Osmind product and services.
Drive product adoption, satisfaction, and retention by proactively identifying and resolving issues that get in the way of clinicians using the platform effectively.
Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to resolve issues promptly and communicate improvements back to customers.
Deliver tailored training and enablement sessions to build practice staff confidence and product fluency.
Identify opportunities to help practices expand and optimize their business — for example, adding a new treatment modality (TMS, Spravato, ketamine) or improving capacity utilization.
Gather and relay customer feedback to inform continuous product enhancement.
Track and report concrete improvements in practice performance metrics, demonstrating clear return on Osmind 360 investment within 6 months post go-live.
Provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
Operate autonomously, prioritizing workload and managing time effectively to meet client and company expectations.
Required Experience:
Minimum 3-5 years' experience in customer success, account management, or implementation at a SaaS company — healthcare and/or EHR experience preferred.
Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems.
Proven track record in customer success, client relationship management, or practice consulting roles.
Strong communication skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders.
Demonstrated ability to handle multiple clients or projects simultaneously with minimal supervision.
Proficiency in using software platforms for communication, project management, and reporting.
Familiarity with Claude and other AI tooling.
A patient-first mindset with a passion for improving clinician workflows and patient outcomes.
Nice to haves
Startup experience.
Familiarity with interventional psychiatry treatments (TMS, Spravato, ketamine therapy).
Some candidates may see the list above and feel discouraged because they don't match all the items. Please apply anyway: there's a good chance you also have important skills we’ve missed! We are committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, underrepresented people of color, LGBTQ+ people, veterans, and people with disabilities.
