Customer Success Manager, Product Adoption Specialist

Job Type Full-time Description Join the team shaping the future of healthcare! Medbridge is a dynamic software as a service company working with the country’s largest healthcare providers to build technology solutions helping patients get better faster, while decreasing the overall cost of care. Our Sales team is growing and looking for an enthusiastic Digital Care Adoption Specialist, RTM & Smart Programs to join us! We hire in the following states: AZ, CO, CA, FL, ID, GA, IL, NH, KS, MA, MI, MN, NC, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI. The Digital Care Adoption Specialist, will be a key point of contact for healthcare providers, ensuring a seamless and successful experience with Medbridge's digital care solutions. This role is responsible for supporting the adoption and effective use of the Pathways and RTM products, driving clinician engagement, consulting to drive patient engagement and helping customers leverage these tools to improve patient outcomes and streamline workflows. Adoption is a key growth lever for Medbridge and this role is responsible for the revenue growth of accounts through adoption and utilization of our Care Solutions as well as ensuring return on investment for Medbridge customers. Why work at MedBridge?

• We are mission driven. At Medbridge, our mission is clear - we want to help everyone move well, feel well, and live well.
• You’ll make an impact here. 300,000+ clinicians use our products daily, impacting millions of patients. In this role, you help create experiences that impact these important leaders.
• Our customers love Medbridge! We work with 9 of the top 10 Private Practice and hospital systems nationwide, and 6 of the top 10 home health organizations. have a nearly 100% client retention rate and are continuing that work in 2024 and beyond.

In This Role You Will

• Customer Onboarding and Support: Assist new and existing customers (clinicians and their staff) post implementation of Pathways and RTM. This includes ongoing training on platform features, patient enrollment workflows, and billing support documentation.
• Customer Relationship Management: Build and maintain strong, positive relationships with customers. Serve as a trusted advisor, helping them identify opportunities to optimize their use of Pathways and RTM to meet their clinical and business goals.
• Drive Strategic Adoption: Partner with clients to assess current utilization, identify adoption barriers, and define practical strategies for success with tools like Pathways and RTM.
• Support Measurement and Success Definition: Collaborate with CommOps and Product teams to track relevant utilization metrics (episode consumptions, adoptions rates, outcomes, ROI) , analyze trends, and refine success indicators based on outcomes and industry benchmarks.
• Deliver High-Impact Consultations: Lead structured check-ins and strategic sessions to ensure clients are continuously progressing toward digital care maturity.
• Billing and Documentation Support: Guide customers on how to access and utilize RTM billing summaries and documentation to ensure proper reimbursement for services rendered.
• Problem Resolution: Troubleshoot technical issues, such as bugs, with support from the appropriate internal team to provide timely, accurate solutions to customer inquiries via phone, email, or chat. Collaborate with internal teams, such as product and engineering, to resolve complex issues.
• Feedback and Improvement: Collect customer feedback and share insights with the product and development teams to inform future product enhancements and content development.
• Adherence to Protocols: Follow established standard operating procedures (SOPs) for patient engagement and care coordination to ensure a high standard of service and continuity of care.
• Stay Ahead of Industry Trends: Maintain deep knowledge of emerging digital health models, reimbursement trends, and regulatory shifts to ensure clients remain competitive.

What You Will Need To Succeed

• Required

• Experience: 3 years of experience in healthcare consulting, customer success, or care coordination role, preferably within a healthcare or health-tech environment. Experience in implementation, healthcare operations and/or supervising an RTM or virtual care program is preferable as well.
• Project Management: 3 years of project management experience, particularly managing projects where change management is a key to the customer’s success with the product.
• Data Analytics: Experience analyzing data to identify trends, provide actionable insights, mitigate risk and uncover hidden success stories.
• Communication: Excellent verbal and written communication skills with a talent for building rapport and explaining complex information clearly and concisely.
• Problem-Solving: Strong analytical and problem-solving skills with a proactive and solutions-oriented approach.
• Technical Skills: Proficiency with customer relationship management (CRM) software (e.g., Salesforce), and an ability to quickly learn new software platforms.
• Empathy & Patience: A high degree of empathy and patience, particularly when working with clinicians who may be resistant to change.
• Organizational Skills: Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Team Player: Ability to collaborate effectively with cross-functional teams to achieve shared goals.

• Preferred

• Clinical Background: A background as a Physical Therapist, Physical Therapy (PT) Assistant (PTA), Occupational Therapist (OT), Occupational Therapy Assistant (OTA), or similar is highly desirable, as it provides a deep understanding of patient care and the clinical context of the products.
• Healthcare Experience: Experience with digital episode-based care models or remote therapeutic monitoring (RTM). Familiarity with digital health maturity models and value-based care frameworks.
• Change Management: Background in clinical change management, healthcare quality improvement, or operational redesign.

Our Values Excellence: A job worth doing is a job worth doing RIGHT.

• We believe that excellence is never an accident. It’s the result of high intention, sincere effort, and intelligent execution.
• We are change-makers who push the boundaries of what is possible, continually reimagining patient care.
• We realize that our work impacts people’s health and demands that we hold ourselves to the highest possible standards.
• We know a good thing when we see it; when exceptional talent comes our way, we hire them and help them grow.
• We understand the value of time, and we give our best effort everyday because we have a day in which to give it.

Fortitude: Our goals are big. Our dedication is bigger.

• We embrace ambitious and challenging projects with confidence in our ability to achieve them together.
• We are courageous as we venture into the unknown.
• We persevere in the face of difficulties.
• We do not let perfection be the enemy of progress; we focus on taking the next best step forward.
• We take ownership of our mistakes and of our successes, and we learn from both.

Service: We work for something more important than ourselves.

• We care deeply about our colleagues, customers, and patients, ensuring our work at Medbridge has a lasting impact.
• We take a multi-disciplinary, data-oriented approach to solving problems.
• We lead with confidence and humility, embracing a servant-leadership mindset as we support and challenge one another to reach our shared goals.
• We know that if we do great work, we help people live healthier lives.

Salary Range: 90k base, Variable: 15K At Medbridge, salary ranges are assigned to a job based on 3rd party salary benchmark surveys. Individual pay within this range is informed by the candidate's skills, capabilities and experience. We embrace diversity and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, your identity expression, or whatever else makes you unique, if you want to raise the bar and join an amazing team of passionate people, then we'd love to work alongside you at Medbridge. Take the Next Step If you’re excited about this opportunity and think Medbridge is the right fit for your career, apply now! Our Talent Acquisition team will follow up with you shortly. Please note: Depending on location, final round interviews may be conducted in person.