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Osmind is seeking a Customer Success Manager to serve as the trusted advisor and primary point of contact for assigned clinical practices using the Osmind platform and services. You will drive product adoption, satisfaction, and retention by proactively identifying and resolving obstacles that prevent clinicians from using the platform effectively.
Key responsibilities include assisting clinicians and practice staff in understanding and optimizing workflows supported by Osmind's EHR and RCM tools, collaborating cross-functionally with Product, Support, Implementation, and RCM teams to resolve issues and communicate improvements back to customers, and delivering tailored training and enablement sessions to build practice staff confidence and product fluency.
You will identify opportunities to help practices expand and optimize their business—for example, adding new treatment modalities (TMS, Spravato, ketamine) or improving capacity utilization. You'll gather and relay customer feedback to inform continuous product enhancement, track and report concrete improvements in practice performance metrics to demonstrate clear return on investment within 6 months post go-live, and provide detailed reporting to the Customer Success Lead on the health and performance of assigned practices.
This role requires operating autonomously, prioritizing workload, and managing time effectively to meet client and company expectations.
REQUIREMENTS:
- Minimum 3–5 years' experience in customer success, account management, or implementation at a SaaS company (healthcare and/or EHR experience preferred)
- Direct experience with Revenue Cycle Management (RCM) processes and electronic health record (EHR) systems
- Proven track record in customer success, client relationship management, or practice consulting roles
- Strong communication skills with the ability to convey complex operational concepts clearly to clinical and administrative stakeholders
- Demonstrated ability to handle multiple clients or projects simultaneously with minimal supervision
- Proficiency in using software platforms for communication, project management, and reporting
- Familiarity with Claude and other AI tooling
- A patient-first mindset with a passion for improving clinician workflows and patient outcomes
NICE TO HAVES:
- Startup experience
- Familiarity with interventional psychiatry treatments (TMS, Spravato, ketamine therapy)
