Customer Success Manager, EHR
Osmind
This job is no longer accepting applications
See open jobs at Osmind.See open jobs similar to "Customer Success Manager, EHR" General Catalyst.Sales & Business Development, Customer Service
United States
USD 76k-135k / year + Equity
Posted 6+ months ago
About Us: Osmind is a technology, services, and data company focused exclusively on psychiatry. Mental health disorders are one of the leading causes of death worldwide and are tied to shortened life expectancies.
Yet, we have cause for hope: there have been developments in new psychiatric medications since the first FDA approval in 1954, such as new treatments like ketamine, Spravato, and neuromodulation. Now, there is a growing movement among clinicians, patients, and researchers to close the gap between this scientific innovation and better real-world care.
At Osmind, we serve a network of 800+ independent psychiatry practices across 49 states. We help these clinics effectively provide high-quality care, scale as businesses, and contribute to research with our purpose-built EHR, software solutions, clinician community, and managed services. Our providers are at the forefront of psychiatry, offering innovative interventions and treating some of the highest acuity patients in the country.
Osmind is a San Francisco–based public benefit corporation backed by top investors including DFJ Growth, Future Ventures, General Catalyst, and Y Combinator.
Overview of the Role:
As a Customer Success Manager, you will be a vital part of our specialized Customer Success team, serving as the primary operational liaison between our clinicians and Osmind offerings. Your focus will be on optimizing practice workflows, ensuring smooth adoption and ongoing use of our EHR and RCM services, and ultimately enabling clinicians to focus on patient care and grow their business without operational distractions. This individual contributor role requires exceptional communication and relationship management skills, a strong understanding of practice operations, and the ability to work independently with guidance from the Customer Success Lead.
What you'll do:
- Serve as the trusted operational advisor for assigned clinical practices using the O360 product and RCM services.
- Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
- Proactively identify and troubleshoot practice operational challenges affecting patient care and revenue cycle processes.
- Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to ensure issues are resolved promptly and improvements are communicated.
- Deliver tailored training and enablement sessions focused on operational excellence and product utilization.
- Manage ongoing client relationships to drive product adoption, satisfaction, and retention.
- Partner with practices on expansion opportunities including new treatment modalities (TMS, Spravato, ketamine) and capacity optimization
- Gather and relay customer feedback to inform continuous product enhancement.
- Track and report concrete improvements in practice performance metrics, demonstrating clear return on Osmind 360 investment within 6 months post go-live
- Provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
- Operate autonomously, prioritizing workload and managing time effectively to meet client and company expectations.
Required Experience:
- Minimum 3-5 years of customer success experience in healthcare practice operations
- Expert-level proficiency with electronic health record (EHR systems) - you should be a power user who has trained others and optimized workflows across clinical and billing functions
- Proven track record of managing multiple client accounts simultaneously, balancing competing priorities, and driving measurable outcomes
- Strong communication and training skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders
- Experience interfacing directly with clinicians to improve adoption of technology and operational processes
- Demonstrated ability to work independently with minimal supervision in a fast-paced environment
- A patient-first mindset with a passion for improving clinician workflows and practice operations
Nice to Haves:
- Experience working with or at a behavioral health or interventional psychiatry practice (e.g., practices offering Spravato, TMS, or ketamine therapy)
- Track record in practice growth strategy or operational consulting within small healthcare practices
- Knowledge of data analytics related to practice operations or financial performance
- Experience identifying and escalating product improvements based on customer feedback
76000 - 135000 USD a year
Depending on experience. The reasonably estimated national salary range for this position is between $76,000-$135,000 per year, plus an equity package for eligible employees. Actual compensation will be commensurate with the candidate’s experience and local cost of labor. In addition, Osmind offers a wide range of comprehensive and inclusive employee benefits, including healthcare, dental, vision, generous family leave, FSA/DCFSA, mental health benefits, a 401(k) plan, and flexible paid time off.
Some candidates may see the list above and feel discouraged because they don't match all the items. Please apply anyway: there's a good chance you also have important skills we’ve missed! We are committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, underrepresented people of color, LGBTQ+ people, veterans, and people with disabilities.
This job is no longer accepting applications
See open jobs at Osmind.See open jobs similar to "Customer Success Manager, EHR" General Catalyst.
