Customer Success Associate, Turquoise Health

• This position is ideal for a customer success professional who already operates with a strategic mindset, possesses healthcare fluency, and is eager to grow into full account ownership at Turquoise Health while executing at a high level today
• It is required that you have prior customer success, account management, or consulting experience with customers in healthcare, revenue cycle, hospital billing/coding, managed care, or payer contracting, as well as exposure supporting customers in the SaaS space
• 3+ years of experience in a customer-facing role, preferably within healthcare, SaaS, or consulting
• Strong foundation in customer success principles - retention strategy, success planning, and value realization
• Exceptional communicator with executive presence and the ability to translate complex data or workflows into actionable insights
• Proven collaborator who builds trust across various teams and communicates effectively with diverse stakeholders
• Demonstrated proactive problem-solving skills with a strong commitment to customer satisfaction
• Calm under pressure, upbeat, and solution-oriented
• Effective ability to convey ideas and information concisely to a variety of audiences
• Highly motivated individual with a desire to grow professionally
• Bachelor’s Degree in Business, Healthcare Management, or related field

Desirable

• The Customer Success Associate (CSA) role is a critical position within the Turquoise Health Customer Success team, designed as a launchpad for advancement to the Customer Success Manager (CSM) role
• CSAs play an integral part in ensuring customers receive measurable value from the Turquoise Health platform and product suite
• This role serves as the foundation for developing the competencies required for success in the CSM role at Turquoise Health, including strategic account management, revenue forecasting, customer engagement, effective communication, and retention strategy
• You’ll support and eventually lead key customer relationships, bridging tactical support with strategic account management, renewal preparation, and insights delivery
• Success in this role means you’re trusted as a thought partner by both customers and internal teams, and are visibly on the path to CSM
• Account Planning: Partner with the Customer Success team to develop and execute strategic account plans that drive engagement, retention, and expansion opportunities. Synthesize customer insights, data trends, and renewal timelines into actionable next steps. Support renewal preparation, including forecasting and surfacing potential risks or growth opportunities
• Customer Engagement & Relationship Building: Gradually assume ownership of customer relationships, leading meetings, delivering product training on new features, and managing follow-ups. Build credibility and trust with provider clients through confident, consultative communication and healthcare expertise
• Operational Excellence: Support all phases of the post-sales customer lifecycle, including onboarding, renewals, and ongoing account management. Take ownership of operational tasks to develop a robust understanding of day-to-day customer success operations
• Strategic Value: Participate in key projects critical to the team’s success, and present findings and recommendations to leadership, demonstrating both strategic thinking and effective communication skills
• Cross-Functional Collaboration: Act as a customer advocate and internal liaison - partnering with Product, Engineering, and Sales to communicate feedback, identify workflow gaps, and shape future solutions. Participate in key strategic projects and present findings to leadership with clarity and confidence
• Professional Development: Engage in learning and development opportunities to track toward the CSM role, including shadowing current CSMs, actively participating in customer meetings, and undergoing formal training programs