Manager of Customer Success

Waystar • Lehi, UT

2d

About The Position

ABOUT THIS POSITION We are looking for a dedicated Manager, Customer Success to lead and develop a team of Customer Success Managers (CSMs). This role focuses on day-to-day people management, team development, and ensuring our clients realize maximum value from Waystar’s solutions. The Manager, Customer Success reports to the Director of Customer Success and plays a key role in coaching new team members, maintaining strong client relationships, and partnering cross-functionally to deliver an exceptional client experience. WHAT YOU'LL DO ● Directly manage our Customer Success Managers, providing coaching, support, and guidance to ensure high performance and professional growth. ● Maintain and manage a personal book of business, fostering strong relationships with assigned clients and ensuring they achieve their desired outcomes with Iodine’s solutions. ● Oversee daily operations and support the team in managing client relationships, renewals, adoption, and expansion opportunities. ● Act as a point of escalation for client issues and assist CSMs in developing solutions and action plans. ● Support CSMs in strategic account planning and client meetings as needed to ensure alignment with client goals. ● Develop and deliver team goals, set clear expectations, and hold team members accountable to performance standards. ● Collaborate with the Director of Customer Success and other leaders to share insights and identify process improvements. ● Assist with departmental projects across the Customer Success organization and larger organizational efforts ● Advocate for customer needs internally and influence product enhancements or feature development based on client feedback. ● Partner cross-functionally with Implementation, Support, Clinical, and Product teams to ensure smooth client experience. ● Foster a positive, collaborative team culture that aligns with Iodine’s values and the OneIodine mindset. WHAT YOU'LL NEED ● Bachelor’s degree in business, healthcare, or a related field. ● 5+ years of experience in Customer Success, Account Management, or a related client-facing role in a technology/SaaS environment, with at least 1–2 years of people leadership experience preferred (direct or indirect). ● Proven ability to coach and develop high-performing team members. ● Strong understanding of customer success best practices, client lifecycle management, and value delivery. ● Excellent EQ, executive presence, communication, presentation, and relationship-building skills. ● Ability to manage multiple priorities and support team members across complex accounts. ● Experience using Salesforce, Gainsight, and MS Office Suite (PowerPoint, Word, Excel). ● Strong problem-solving skills with a proactive approach to identifying and addressing issues. ● Passion for healthcare and making a positive impact through technology. ● Ability to travel up to 30% as needed. ● Experience working with EHRs, revenue cycle, clinical workflows or healthcare analytics ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter. WAYSTAR PERKS Competitive total rewards (base salary + bonus, if applicable) Customizable benefits package (3 medical plans with Health Saving Account company match) We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays Paid parental leave (including maternity + paternity leave) Education assistance opportunities and free LinkedIn Learning access Free mental health and family planning programs, including adoption assistance and fertility support 401(K) program with company match Pet insurance Employee resource groups Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Waystar provides cloud-based technology that simplifies and unifies healthcare payments. Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic and fun.

Requirements

• Bachelor’s degree in business, healthcare, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a related client-facing role in a technology/SaaS environment, with at least 1–2 years of people leadership experience preferred (direct or indirect).
• Proven ability to coach and develop high-performing team members.
• Strong understanding of customer success best practices, client lifecycle management, and value delivery.
• Excellent EQ, executive presence, communication, presentation, and relationship-building skills.
• Ability to manage multiple priorities and support team members across complex accounts.
• Experience using Salesforce, Gainsight, and MS Office Suite (PowerPoint, Word, Excel).
• Strong problem-solving skills with a proactive approach to identifying and addressing issues.
• Passion for healthcare and making a positive impact through technology.
• Ability to travel up to 30% as needed.
• Experience working with EHRs, revenue cycle, clinical workflows or healthcare analytics

Responsibilities

• Directly manage our Customer Success Managers, providing coaching, support, and guidance to ensure high performance and professional growth.
• Maintain and manage a personal book of business, fostering strong relationships with assigned clients and ensuring they achieve their desired outcomes with Iodine’s solutions.
• Oversee daily operations and support the team in managing client relationships, renewals, adoption, and expansion opportunities.
• Act as a point of escalation for client issues and assist CSMs in developing solutions and action plans.
• Support CSMs in strategic account planning and client meetings as needed to ensure alignment with client goals.
• Develop and deliver team goals, set clear expectations, and hold team members accountable to performance standards.
• Collaborate with the Director of Customer Success and other leaders to share insights and identify process improvements.
• Assist with departmental projects across the Customer Success organization and larger organizational efforts
• Advocate for customer needs internally and influence product enhancements or feature development based on client feedback.
• Partner cross-functionally with Implementation, Support, Clinical, and Product teams to ensure smooth client experience.
• Foster a positive, collaborative team culture that aligns with Iodine’s values and the OneIodine mindset.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Manager