Customer Success Manager

About Us

Healthcare is innovating fast and AI is accelerating the pace. But AI is only as good as the data it can securely access. Today, moving data between providers, payers, and digital health innovators is still harder than it should be, and inconsistent data quality creates risk, rework, and stalled initiatives.

Our mission is to accelerate innovation by reducing the burden of data access and data quality so teams can build, deploy, and scale solutions with confidence. Rhapsody provides behind-the-scenes interoperability and data quality foundation that helps information move reliably between systems, across formats, and at the speed modern healthcare demands.

Most people won’t ever see our products during a medical visit (that’s infrastructure). Think of Rhapsody as the connective tissue and increasingly, the “data readiness” layer that enables digital transformation, analytics, and AI initiatives by making data accessible, trustworthy, and actionable.

If you want to help solve one of healthcare’s hardest problems, turning fragmented data into safe, usable information—apply at rhapsody.health.

Position Summary

The Customer Success Manager (CSM) will play a pivotal role in ensuring long-term customer retention and satisfaction. The CSM will be responsible for overseeing a portfolio of strategic & mid-market accounts, strategically renewing your customer base while providing expert guidance and fostering strong partnerships. You will develop strong customer relationships to deliver exceptional value to our customers while also providing seamless customer service.

Job Responsibilities

• Proactively identify and address customer needs and pain points ensuring successful adoption and utilization of Rhapsody products.
• Meet with customers as requested to establish a communication channel and build relationships.
• Track and manage customer responses (300–350 accounts) from quarterly outreach, scheduling follow-up calls and ensuring timely engagement.
• Create agendas and capture detailed meeting notes for each formal customer interaction.
• Contribute to and monitor customer health scores while proactively identifying problematic customers that require attention.
• Capture usage metrics of the product along with business use caseduring customer discussions.
• Monitor customer interactions and feedback results: this includes customer support tickets, CSAT submissions, NPS scores and KLAS surveys.
• Partner with Product Management to deliver updates on product advancements and product roadmaps.
• Proactively manage customer renewal processes, ensuring timely and efficient renewal negotiations in partnership with the Finance and Commercial Team.
• Develop monthly plan of upcoming renewals 120-days prior to term of renewal date.
• Identify upsell and cross-sell opportunities to increase customer value and revenue.
• Serve as a customer advocate, providing feedback to Product Management and Engineering to help improve the Rhapsody Suite of products.
• Identify opportunities with the Marketing Team for customer testimonials, speaking engagements, references and case studies.

Job Requirements

Education:

• Bachelor’s Degree or equivalent preferred

Experience:

• 5+ years of experience in a Healthcare IT and/or Customer Success Management/Account Management related role in technology.
• Knowledge of the healthcare IT market in the U.S. is preferred.
• Salesforce experience is preferred.
• Embrace AI-enhanced workflows: Leverage AI tools (e.g., ChatGPT, GitHub Copilot) to increase efficiency, improve decision-making, and continuously explore new ways to augment your work with emerging technologies.

Skills:

• Proven track record of successfully managing transactional accounts renewals and upsell opportunities.
• Highly motivated with a winning attitude, thrives in a team environment.
• Proven problem solving and analytical skills to interpret performance and customer feedback.
• Ability to effectively manage time and prioritize responsibilities according to business requirements.
• Experience in developing relationships both with customer and internal teams.
• Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.
• Superior communication skills with the ability to speak, write, and present clearly and effectively.
• Open to flexible work hours. You may need to manage customers outside of your time zone.

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The expected pay range for this position is $80,000-100,000 USD annually, representing the anticipated base salary range for a full-time, exempt hire. Actual compensation will vary based on factors such as experience, skills, and work location. 

This role is also eligible for a discretionary annual bonus based on company and individual performance, as well as participation in Rhapsody’s comprehensive benefits program, which includes health coverage, retirement savings, paid time off and other programs that support your overall well-being. 

What we have to offer you: 

• Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)  

• 401k with a generous company match  

• Unlimited PTO, sick time & volunteer days  

• An innovative, inclusive, and fun work environment  

• Continuous learning and development opportunities