Customer Success Advisor

Summary

Join PerfectServe, a fast-growing healthcare technology company, as a Customer Success Advisor (CSA)! In this role, you will manage a portfolio of hospital clients, building strong relationships and ensuring they maximize the value of PerfectServe's solutions. You will proactively identify opportunities for improvement, resolve escalated issues, and lead optimization efforts. The CSA collaborates with internal teams and clients to drive system utilization, adoption, and high user satisfaction. This position requires strong communication, problem-solving, and relationship-building skills, along with experience in healthcare SaaS environments. PerfectServe offers a remote-first work environment and a comprehensive benefits package.

Requirements

• 4-6 years of work experience in Healthcare SaaS environments, focusing on Customer Success, Professional Services and/or Customer Support
• Ability to travel up to 20%

Responsibilities

• Serve as the voice of the customer and advocate for end-users within PerfectServe
• Build trusting relationships and provide daily support to hospital clients, including executive sponsors, department/service line directors, and key strategic practices
• Ensure clients maximize the value of their PerfectServe investment
• Collaborate with clients to identify and drive process improvement initiatives
• Identify, develop, and share best practices to help clients achieve their business goals using PerfectServe applications
• Develop and maintain product expertise; drive high levels of end-user satisfaction
• Provide proactive oversight of system utilization, adoption, and service request data to identify, resolve, and prevent issues, ensuring client satisfaction and positive account health
• Own and resolve escalated service issues
• Understand clinical workflows and how PerfectServe can improve outcomes
• Collaborate with Account Executives and Technical Leads to establish and execute customer success plans
• Lead client retention and save programs, where appropriate
• Ensure successful coordination of all client service activities
• Collaborate with other departments within PerfectServe to deliver optimal solutions to meet client needs
• Travel to client sites to support training, utilization/adoption, and optimization initiatives as needed

Preferred Qualifications

• Expertise in PerfectServe products and the ability to apply them to solve customer problems
• Ability to manage multiple tasks in high-pressure situations
• Strong relationship-building skills with customers and internal team members
• Ability to drive process change and improvement
• Excellent written and verbal communication skills
• Strong critical thinking and customer service skills
• Strong work ethic

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one
• 401K - with match and immediately vested
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities