About this role
What you'll do
- Serve as the trusted advisor and main point of contact for assigned clinical practices using the Osmind product and services.
- Drive product adoption, satisfaction, and retention by proactively identifying and resolving issues that get in the way of clinicians using the platform effectively.
- Assist clinicians and practice staff in understanding and optimizing workflows supported by our EHR and RCM tools.
- Collaborate cross-functionally with Product, Support, Implementation, and RCM teams to resolve issues promptly and communicate improvements back to customers.
- Deliver tailored training and enablement sessions to build practice staff confidence and product fluency.
- Identify opportunities to help practices expand and optimize their business — for example, adding a new treatment modality (TMS, Spravato, ketamine) or improving capacity utilization.
- 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' 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).
The reasonably estimated national salary range for this position is between $109000 and $140000 annually, 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.