Customer Success Advisor

The Customer Success Advisor (CSA) owns the day-to-day relationship with a portfolio of PerfectServe customers, with a focus on Lightning Bolt Scheduling. This role builds trusted customer relationships, helps teams get more value from the product, and improves adoption, workflows, and overall satisfaction. The CSA works closely with customers and internal PerfectServe teams to resolve issues, support optimization efforts, strengthen retention, and identify opportunities where additional PerfectServe solutions may help customers meet their goals.

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

Success Factors

• Strong technical aptitude and the ability to apply Lightning Bolt Scheduling to solve complex customer challenges
• A proactive, ownership-driven mindset with the ability to anticipate customer needs and act decisively
• A consultative approach to customer engagement, focused on guiding customers toward best-practice solutions
• Ability to manage multiple priorities effectively in high-pressure environments
• Proven ability to build and sustain strong professional relationships
• Strong critical-thinking and problem-solving skills
• Excellent written, verbal, and documentation skills
• Commercial judgment to recognize renewal risk, support tier-appropriate renewal activity, connect customer needs to growth opportunities, and partner effectively with Account Executives or Sr. Contract Specialists.
• Customer-focused ownership, follow-through, and professionalism when supporting complex or sensitive account needs.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing role.
• 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.
• Excellent verbal and written communication skills
• Available to travel up to 25%