Note: The job is a remote job and is open to candidates in USA. PerfectServe provides clinical communication and physician scheduling solutions in the health IT space. The Customer Success Advisor owns relationships with a portfolio of customers, helping them maximize Lightning Bolt Scheduling, improve adoption and workflows, resolve issues, support retention, and identify opportunities for additional solutions.
Responsibilities
- Serve as a strong advocate for customers and end users, representing their needs within the PerfectServe organization
- Build trusted day-to-day relationships with customer stakeholders, including executive sponsors, department and service line leaders, and key practice administrators
- Partner with customers to ensure they are fully leveraging Lightning Bolt Scheduling to achieve desired business outcomes
- Develop strong product and workflow expertise, including a clear understanding of scheduling processes and how Lightning Bolt Scheduling can help customers improve them
- Use Salesforce, Zendesk, Pendo, and Looker to monitor utilization, adoption trends, service request data, and account health; identify risks, resolve recurring issues, and improve customer satisfaction and retention
- Lead process improvement and optimization initiatives that drive measurable value for customers
- Own and resolve escalated service issues, coordinating with internal teams to ensure timely and effective outcomes
- Collaborate with Account Executives and Technical Consultants to establish and execute customer account plans
- Support renewal readiness and account health by coordinating with Account Executives or Sr. Contract Specialists as appropriate; for select lower-tier accounts, manage renewal paperwork and related Salesforce opportunity updates
- Lead customer retention and save efforts when needed, keeping renewal risks visible and coordinating next steps based on account tier and customer needs
- Use virtual engagement, scalable outreach, and in-app messaging to keep lower-ARR accounts informed, engaged, and connected to product value
- Partner with internal teams across PerfectServe to coordinate customer-facing work and keep customer commitments moving forward
- Maintain accurate customer documentation, meeting notes, and key account intelligence in Salesforce and Confluence
- Travel to client sites as needed to support onboarding, training, adoption, and optimization initiatives
Skills
- * 4+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing role
- * Excellent verbal and written communication skills
- * Available to travel up to 25%
- * 2+ years of experience in supporting SaaS products; healthcare software experience strongly preferred
- * Experience with scheduling workflows, clinical operations, or healthcare operations preferred
- * Experience using CRM, support ticketing, analytics, or customer engagement tools such as Salesforce, Zendesk, Looker, Pendo, or similar platforms preferred
Benefits
- Incentives
- Remote first work environment
- Health, Dental, Vision, Life and Disability Insurance options available day one.
- 401K - with match and immediately vested.
- 17 company holidays, 2 floating holidays plus competitive paid time off policy
- Internal Advancement Opportunities
Company Overview