Customer Success Manager

Location: Remote (U.S. Based)

Employment Type: Full-time

Department: Customer Success / Implementation

About Us

At Arintra, we’re building the future of healthcare technology with AI-powered medical coding solutions that help providers streamline operations, improve documentation accuracy, and boost revenue. We're on the lookout for a highly motivated Customer Success Manager to lead client onboarding, rollout planning and maintain long-term satisfaction and engagement.

Role Overview

This hybrid role blends the technical onboarding expertise of an implementation consultant with the relationship-building and strategic guidance of a customer success manager. You will be the primary point of contact from contract signature through long-term success, ensuring smooth integrations, optimized workflows, and proactive support across multiple EHR platforms and specialties.

Key Responsibilities

Implementation & Onboarding

• Manage the end-to-end onboarding process, from kickoff to go-live and post-launch support.
• Gather details around clinical and coding workflow and coding nuances to tailor and integrate the engine to the customer. 
• Tailor implementation plans to meet the needs of multi-specialty and multi-clinic professional fee (profee) clients.
• Coordinate with Product and Engineering to deliver a seamless on-boarding experience.
• Ensure timely onboarding of multiple customer instances with consistent process adherence.
• Conduct workflow mapping and user training sessions, tailored to clinical and coding teams.

Customer Success & Account Management

• Own the client relationship post-go-live, acting as a trusted advisor and strategic partner.
• Proactively manage ticket intake and prioritization, coordinating resolution with internal teams.
• Conduct weekly operational reviews to monitor performance, ensure alignment, and address issues.
• Lead monthly or quarterly business reviews (QBRs) to drive client value, renewals, and expansion opportunities.
• Track key performance indicators (KPIs), usage metrics, and overall customer health.
• Identify risk factors early and implement strategies to ensure client retention and satisfaction.
• Drive revenue by planning rollouts across multiple sites and specialties for large health system customers

Operational Excellence

• Juggle multiple client implementations and ongoing success programs in parallel.
• Leverage Excel or Google Sheets for project tracking, reporting, and workflow documentation (vlookups, pivots, filters).
• Maintain detailed records of implementation plans, issues, and outcomes.
• Continuously refine onboarding playbooks and success processes based on feedback and performance.

Required Qualifications

• 3+ years in customer success, implementation, or client-facing healthcare technology roles.
• 5+ years of multi-specialty profee medical coding experience, with in-depth knowledge of coding workflows. Hospital and surgery coding experience is a plus.
• AHIMA or AAPC Coding Certification.
• Strong experience with EHR systems, especially Epic, Athena.
• Proven ability to manage multiple complex projects, from onboarding to long-term customer success.
• Intermediate proficiency with Excel/Google Sheets and Powerpoint/Google Slides for analysis and project reporting.
• Highly organized, with excellent technical, communication, documentation, and interpersonal skills.
• Ability to work cross-functionally and independently in a fast-paced SaaS environment.

Preferred Qualifications

• Experience working with AI-powered or automation tools in healthcare or SaaS.
• Prior success managing ticketing platforms (e.g., Jira,) and CRM tools (e.g., Salesforce, HubSpot).

Why You’ll Love Working With Us

• Mission-driven culture helping clinicians and improving healthcare outcomes.
• High-impact role with visibility across clients, product, and leadership.
• Remote-first flexibility and supportive team culture.
• Competitive compensation and growth opportunities.