Onboarding Success Manager, Small Group

Onboarding Success Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Opportunity:

The Customer Onboarding Organization partners with new and existing athenahealth customers to deliver a predictable and outcomes-driven implementation journey. We work directly with practice owners, executives, providers, and other stakeholders to understand their goals and guide them toward the best path for adopting athenaOne. Through deliberate expectation-setting and proactive communication, Customer Onboarding helps customers make the decisions that lead to stronger performance and an efficient transition to athena.

Position Summary:

The Onboarding Success Manager (OSM) serves as a trusted advisor and project lead throughout implementation, ensuring that both the customer and athena meet the responsibilities of our co-sourced model to achieve a timely, predictable, and high-quality go-live. Within the Small Group segment, the OSM functions as the primary project leaderowning day-to-day execution, customer communication, and readiness management across all phases of implementation.

The OSM surfaces risks early, aligns internal and external stakeholders, and proactively coordinates with the broader athena ecosystemSales, Product, Customer Success, and operational partnersto remove friction, enable informed decision-making, and keep customers moving with clarity and purpose.

Responsibilities:

• Lead customers through the organizational and workflow changes required for a successful transition to athenaOne.
• Help stakeholders understand the impact of new processes, guiding them through key decisions, aligning roles and responsibilities, and ensuring they adopt the behaviors needed to achieve expected outcomes.
• Facilitate day-to-day project activities across a portfolio of customers to ensure timely completion aligned with organizational goals.
• Proactively communicate project status, risks and mitigation strategies, along with changes to scope or timelines.
• Set clear, accurate expectations around athena's product capabilities and service commitments to ensure alignment and informed decision-making throughout the implementation.
• Partner with customers to provide thoughtful guidance on athena's product capabilities and recommended workflows, helping them make decisions that support a successful implementation.
• Navigate and manage escalations with a balanced, consultative approachaligning stakeholders, addressing root causes, and driving resolutions that support both customer outcomes and athena's onboarding standards.
• Maintain clear, accurate documentation of project milestones, decisions, and meeting outcomes to ensure transparency, alignment, and predictable progress.

Organizational Contribution & Professional Growth:

• Support the onboarding of new team members by sharing best practices, offering guidance, and helping them integrate into athena's implementation approach.
• Offer insight and expertise to advance strategic priorities across Customer Onboarding and contribute as a Subject Matter Expert in leadership-led initiatives.
• Promote a culture of continuous improvement by sharing lessons learned, modeling self-awareness, and elevating team performance through deliberate knowledge-sharing.
• Stay current on product releases, operational changes, and internal development opportunities to continually grow your expertise and strengthen your impact.
• Build strong, trust-based relationships with cross-functional and third-party partners, helping streamline workflows and improve the broader customer onboarding experience.

Desired Qualifications:

• Bachelor's degree strongly preferred, ideally in Business Administration, Healthcare Management, Health Informatics, Public Health, Education, or another closely related field.
• 57 years of related professional experience, ideally within healthcare or a closely aligned industry, with demonstrated expertise in revenue cycle management and/or electronic medical records (EMR), gained through roles in implementations, client services, or other strategic onboarding functions.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue.
• Minimum of 3 years of project management experience, preferably in a client-facing services or SaaS implementation setting.
• Direct experience with revenue cycle management at a healthcare-related practice or company a strong plus.
• Familiarity or experience working in an established medical specialty, such as pediatrics, family medicine, women's health, community health, orthopedics, or behavioral health a strong plus.

Behaviors & Abilities Required:

• Customer obsessed mindset.
• Consultative listener and empathic communicator, able to see things from the customer's point of view.
• High emotional intelligence and stellar customer relationship skills.
• Self-driven and results-oriented with a positive and constructive outlook.
• Ability to efficiently manage and prioritize work across multiple accounts.
• Ability to take initiative with little to no direction.
• Proactive and high energy work style.
• Ability to successfully negotiate difficult conversations.
• Conflict resolution skills.
• Ability to travel as needed, typically 20% or less.
• Ability to work independently as well as part of an extended, cross-functional team.

Expected Compensation: $99,000 - $167,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.

Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.