Customer Success Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Fullsteam is a leading provider of integrated payments and business management software solutions. Within the Healthcare & Practice Management vertical, we empower medical, dental, and other healthcare providers with innovative, cloud-based software that streamlines operations, enhances patient engagement, and improves financial performance. Our solutions help practices efficiently manage scheduling, billing, compliance, and payments, allowing them to focus on delivering quality patient care.

Job Summary:

The Customer Success Specialist will be a key point of contact for our customer success team within Fullsteam’s Healthcare & Practice Management vertical. This role is responsible for ensuring customer satisfaction, retention, and growth by optimizing the post-sale customer experience. The CS Specialist will work closely with our customers, helping them navigate our products, addressing concerns, guide through best practices, troubleshoot revenue cycle-cycle-related challenges and ensuring they achieve their desired outcomes. The goal will be to foster strong client relationships, proactively assist with problem-solving, and contribute to customer retention and satisfaction.

Primary Responsibilities:

• Build valueble relationships and serve as a trusted advisor for customers, guiding them through best practices and solutions. 

• Maximizing value for customers by ensuring they have tools and resources they need

• Developing and improving the customer onboarding experience and processes.

• Engaging and ensuring our executive and mid-level customers meet their desired outcome.

• Address customer inquiries, troubleshoot issues, and provide timely resolutions. 

• Monitor customer engagement and proactively reach out to ensure satisfaction. 

• Collaborate with internal teams (Support, Sales, and Product) to advocate for customer needs. 

• Gather customer feedback and contribute to improving product offerings and service delivery. 

• Help identify opportunities for upselling or expanding services to meet customer needs. 

• Maintain accurate records of customer interactions and support cases in our CRM system. 

Skills & Competencies:

• Strong interpersonal and communication skills, with a customer-first mindset. 

• Strong problem-solving skills with a proactive approach to identifying and addressing customer challenges.

• Experience in customer support, success, RCM, or relationship management preferred. 

• Excellent communication and relationship-building skills to engage with customers and internal stakeholders.

• Experience working with healthcare providers, practice management software, or integrated payments solutions is highly desirable.

• Passion for helping customers succeed and ensuring a positive experience. 

Minimum Qualifications:

· Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent practical experience).

· 3-5+ years of experience in customer success, account management, or related roles in a SaaS, fintech, or healthcare technology environment.

• Strong verbal and written communication skills with the ability to explain complex concepts clearly.

• Familiarity with CRM systems (e.g., Salesforce) and customer support tools. 

· Demonstrated ability to troubleshoot issues and think critically.

• Experience working cross-functionally with internal teams.

· Experience working with healthcare practice management or payment processing solutions is a plus.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.