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About DocNow
DocNow is a modern EHR platform built specifically for post-acute care. Founded in 2019 by a physician, DocNow was designed to eliminate inefficiencies in existing systems and enable providers to deliver better care with less administrative burden.
Our platform integrates with leading EMRs such as PointClickCare and MatrixCare and supports providers across approximately 2,000 long-term care facilities. We serve a wide range of specialties, including Physical Medicine & Rehabilitation, Cardiology, Behavioral Health, Internal Medicine, and Wound Care.
DocNow helps providers streamline workflows, improve billing accuracy, and unlock new revenue opportunities—while delivering a better experience for both clinicians and patients.
About the Role
We are looking for a strategic, growth-oriented Customer Success Manager to own a portfolio of customers and drive retention, expansion, and long-term value.
This role represents a shift from traditional, reactive customer support to a proactive, outcome-driven function aligned with revenue growth. You will act as a trusted advisor to your customers, helping them maximize the value of DocNow while identifying opportunities to expand usage across providers, facilities, and products.
What You’ll Own
- Retention & RenewalsOwn customer retention and proactively manage churn risk
- Maintain and act on customer health (Green / Yellow / Red)
- Expansion & GrowthIdentify and drive upsell opportunities (providers, facilities, product adoption)
- Build and maintain a pipeline of expansion opportunities
- Strategic Account ManagementDevelop account plans aligned to customer goals and growth potential
- Lead Quarterly Business Reviews (QBRs) with executive stakeholders
- Adoption & OutcomesMonitor and improve key usage metrics:
- Provider engagement
- Logins and activity
- Encounters and charges
- Translate data into actionable recommendations for customers
- Customer Relationship LeadershipServe as the primary point of contact and trusted advisor
- Proactively communicate on performance, risks, and opportunities
What You’ll Influence
- Onboarding and implementation strategy
- Workflow optimization and best practices
- Product roadmap and prioritization
- Cross-functional alignment across Support, Product, and Engineering
What You Won’t Do
- Own Tier 1 support or ticket resolution
- Operate as a reactive support function
What Success Looks Like
- High retention and strong net revenue retention across your portfolio
- Majority of accounts in Green health status
- Measurable growth in usage and engagement
- Consistent pipeline of expansion opportunities
- Strong executive relationships with customer stakeholders
What We’re Looking For
- 3–7 years in Customer Success, Account Management, or similar role
- Experience owning renewals and/or expansion revenue
- Strong analytical skills with the ability to translate data into action
- Proven ability to build and manage executive-level relationships
- Excellent communication and structured thinking
- Experience in SaaS, EHR, or healthcare technology is a plus
- Self-motivated and comfortable operating in a fast-growing environment
