Customer Success Manager - Healthcare

Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

As a Customer Success Manager, you serve as a customer advocate, helping mid to high-tier merchants, healthcare organizations, and partners effectively engage with Forte’s solution offerings. You provide interactive, proactive support that improves customer experience and increases retention, with particular emphasis on healthcare account management to ensure compliance, security, and tailored solutions. By deeply understanding the customer’s business and industry-specific regulations and workflows, you act as a trusted advisor who helps retain revenue, drive account health, and support CSG/Forte in achieving quarterly and annual revenue goals.

We are looking for a Customer Success Manager who will:

• Retain revenue and drive account health for mid to high-tier merchants, healthcare organizations, and unassigned partners through proactive outreach at key points in the customer journey (e.g., onboarding, adoption, renewal) and by maintaining robust client portfolios that capture success metrics, risks, and mitigation plans.
• Act as a customer and business SME and trusted advisor by learning each customer’s business (with special focus on healthcare regulations, security, and workflows), understanding their strategic plans and forecasts, and providing consultative recommendations on how Forte’s solutions can meet their goals.
• Manage issues, escalations, and customer communication by prioritizing and driving resolution of escalated tickets, coordinating cross-functional responses to service gaps or SLA/OLA risks, conducting status meetings and business reviews, and ensuring clear, proactive communication on issues, changes, and project status
• Collaborate with internal teams (Sales, Account Management, Customer Success Delivery, Product, Development, and SMEs) to support SOWs/RFPs, identify and qualify add-on sales opportunities, develop and maintain customer journey maps, and organize/lead solution demonstrations and 1-to-many engagement sessions, including those tailored for healthcare clients.
• Support implementations, conversions, and ongoing solution usage by providing oversight to customer implementations and enhancements, assisting with healthcare account transitions and data migrations, tracking product license management and compliance (e.g., HIPAA), and ensuring customers adopt and effectively use Forte’s solutions.
• This job requires domestic and/or international travel to conduct site visits and leading status meetings

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in Business Administration, Healthcare Administration, Information Systems, or a related field, or equivalent education/experience.
• 5–8 years of product, solutions, and/or technical customer support, account management, or customer success experience in a comparable environment.
• Experience managing mid to high-tier accounts with responsibility for retention, adoption, and revenue growth.
• Experience working with healthcare organizations and understanding healthcare-specific business processes, compliance requirements (e.g., HIPAA), and data privacy considerations (preferred/strongly desired).
• Demonstrated ability to manage small to medium-sized projects from initiation through completion with high customer satisfaction.
• Established reputation as a high-integrity performer with strong issue management skills and a track record of effective escalation handling.
• Prior experience in payments, SaaS, or technology solutions serving healthcare or similarly regulated industries.
• Experience conducting business reviews, customer training/webinars, and multi-stakeholder status meetings
• Strong customer advocacy mindset with the ability to build and maintain relationships with internal and external clients at all levels.
• Strong issue management, problem-solving, and negotiation skills, including the ability to manage escalations and coordinate cross-functional responses.
• Ability to analyze customer workflows, evaluate systems, and formulate recommendations that leverage Forte’s product assets to meet customer goals.
• Demonstrated business acumen with the ability to translate business requirements into technical solutions, including those specific to healthcare organizations.
• Excellent verbal and written communication skills, including the ability to lead customer meetings, trainings, webinars, and business review sessions.
• Ability to serve as a customer business SME, synthesizing the voice of the customer and collaborating with internal developers and SMEs on trade-offs between usability, configuration, and higher-level consulting needs.
• Ability to monitor and drive account health and adoption, interpret customer forecasts and strategic plans, and align engagement to those plans.
• Familiarity with healthcare industry requirements, including data privacy and security considerations (e.g., HIPAA), healthcare workflows, and regulatory-driven SLAs/OLAs.
• Ability to use a personal computer and proficiency with Microsoft Office applications (e.g., Outlook, Excel, PowerPoint, Word).
• Ability to read, write, speak, and understand the English language in a business environment

CSGer Perks & Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

$67,645.14-$108,229.96

This role is eligible for a bonus opportunity.

Location(s):

United States Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.

Learn more about CSG Inclusion & Impact here.

Our culture is award-winning: CSG has been recognized a US News & World Report “Best Companies to Work For” for 2025-2026, a Newsweek “America’s Greatest Workplaces in Tech” for 2025 and “The Top Company in Technology for Women to Work” for 2025, among many others.