Onboarding Success Manager, Group

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The

Opportunity:

The Customer Onboarding Organization partners with new and existing athenahealth customers to deliver a predictable and outcomes-driven implementation journey. We work directly with practice owners, executives, providers, and other stakeholders to understand their goals and guide them toward the best path for adopting athenaOne.

Through deliberate expectation-setting and proactive communication, Customer Onboarding helps customers make the decisions that lead to stronger performance and an efficient transition to athena. Position Summary: The Onboarding Success Manager (OSM) serves as a trusted advisor and project lead throughout implementation, ensuring that both the customer and athena meet the

responsibilities:

of our co-sourced model to achieve a timely, predictable, and high-quality go-live. Within the Group and Enterprise segments, the OSM operates as part of an integrated onboarding team—including Program Management, Project Associates, SMEs, and Director oversight—jointly accountable for meeting all readiness criteria and driving successful post-live outcomes.

The OSM surfaces risks early, aligns internal and external stakeholders, and works cross-functionally across the athena ecosystem—Sales, Product, Customer Success, and other operational teams—to remove friction, enable informed decision-making, and keep customers moving with clarity and purpose.

Responsibilities:

may include, but are not limited to: Customer Obsessed Project Leadership Lead customers through the organizational, workflow, and behavioral changes required to successfully adopt athenaOne.

• Help stakeholders understand the impacts of new processes by guiding key decisions, clarifying roles and

responsibilities:

, and reinforcing the behaviors that enable desired outcomes. Operate within a matrixed team structure to drive accountability and coordinate day-to-day project activities across a portfolio of customers, ensuring timely and predictable delivery. Proactively communicate project status, risks, mitigation strategies, and scope or timeline changes to both internal teams and customers—enabling joint problem-solving and aligned next steps.

Set clear, accurate expectations around athena’s product capabilities and service model to support informed decision-making throughout implementation.

• Provide thoughtful, consultative guidance on recommended workflows and best-practice use of athenaOne, ensuring customer choices support long-term success.
• Collaborate closely with the cross-functional Onboarding team—including the Director sponsor, Program Manager, and Project Associates—to deliver a cohesive, high-quality implementation

experience:

Navigate and manage escalations with a balanced, data-driven, and consultative approach—addressing root causes, aligning stakeholders, and driving resolutions that support both customer outcomes and athena’s standards.

• Maintain accurate, transparent documentation of project milestones, decisions, risks, and meeting outcomes to ensure alignment and predictable progress.

Organizational Contribution & Professional Growth Support the onboarding of new team members by sharing best practices, offering guidance, and helping them integrate into athena’s implementation approach. Offer insight and expertise to advance strategic priorities across Customer Onboarding and contribute as a Subject Matter Expert in leadership-led initiatives.

Promote a culture of continuous improvement by sharing lessons learned, modeling self-awareness, and elevating team performance through deliberate knowledge-sharing. Stay current on product releases, operational changes, and internal development opportunities to continually grow your expertise and strengthen your impact.

• Build strong, trust-based relationships with cross-functional and third-party partners, helping streamline workflows and improve the broader customer onboarding

experience:

Desired

Qualifications:

Bachelor’s degree strongly preferred, ideally in Business Administration, Healthcare Management, Health Informatics, Public Health,

Education:

, or another closely related field. 5–7 years of related professional

experience:

, ideally within healthcare or a closely aligned industry, with demonstrated expertise in revenue cycle management and/or electronic medical records (EMR), gained through roles in implementations, client services, or other strategic onboarding functions. Minimum three years of project management

experience:

• leading complex, multi-stakeholder engagements, ideally within a services or SaaS implementation setting.

Executive-level communication and interpersonal

skills:

, with the ability to effectively navigate and mediate conflict and foster honest dialogue. Direct

experience:

with revenue cycle management at a healthcare-related practice or company a strong plus Familiarity or

experience:

working in an established medical specialty, such as pediatrics, family medicine, women’s health, community health, orthopedics, or behavioral health a strong plus. Behaviors & Abilities Required: Customer obsessed mindset Consultative listener and empathic communicator, able to see things from the customer’s point of view High emotional intelligence and stellar customer relationship

skills:

Self-driven and results-oriented with a positive and constructive outlook Ability to efficiently manage and prioritize work across multiple accounts Ability to take initiative with little to no direction Proactive and high energy work style Ability to successfully negotiate difficult conversations Conflict resolution

skills:

Ability to travel as needed, typically 50% or less Ability to work independently as well as part of an extended, cross-functional team Expected

Compensation:

$99,000 - $167,000 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related

experience:

, relevant knowledge and

skills:

, how your

qualifications:

compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility,

we offer:

both short and long-term incentives by way of an annual discretionary bonus plan, variable

compensation:

• plan, and equity plans.

About:

athenahealth Our vision: In an industry that becomes more complex by the day, we stand for simplicity.

We offer:

IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision.

We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we:

can do for you: Along with health and financial

benefits:

, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time.

With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional

benefits:

and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. Learn more

about:

our culture and

benefits:

here: athenahealth.com/careers https://www.athenahealth.com/careers/equal-

opportunity:

United by our mission and driven by our entrepreneurial spirit, our work at athenahealth is collaborative, transformative, and above all, it’s meaningful. Our employees take pride in using technology and data-driven insights to inspire changes that will make the U.S. healthcare system better for everyone, including your friends, family and maybe even you.

Notice to Job Seekers/Job Candidates: Recruitment Fraud Alert Please be aware of questionable job offers that are not affiliated with athenahealth. athenahealth has been made aware of unauthorized career opportunities offered by individuals posing as representatives of larger U.S. companies, including athenahealth.

The fictitious jobs are advertised on employment-search websites, such as Indeed.com and Craigslist.com, and prospective employees are required to share their personal and financial information (e.g. credit card, bank information), provide copies of their government-issued identification, and/or send money for application fees, processing charges or work permits

The victims who are told they are "hired" are often instructed to deposit a check (which is later returned as fraudulent) into their own account and to forward overpayment to individuals - usually via wire transfer. Important information for job seekers: athenahealth has a formal application process and we do not request you to interview on a Google Hangout or via text messaging.

athenahealth will never request money for the

opportunity:

to apply or work for athenahealth. athenathealth does not require completion of tax forms, bank account or credit card information as part of the recruiting process. If you feel that you have been a victim of such a scam, please send an email to: askhr@athenahealth.com