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Client Success and Strategy



Customer Service
United States · Remote
Posted on Monday, June 24, 2024

Fathom is on a mission to use AI to understand and structure the world’s medical data, starting by making sense of the terabytes of clinician notes contained within the electronic health records of the world’s largest health systems. Our deep learning engine automates the translation of patient records into the billing codes used for healthcare provider reimbursement, a process today that costs hospitals in the US $15B+ annually and tens of billions more in errors and denied claims. We are a venture-backed company that completed a Series B round of financing for $46M in late 2022.

Fathom is looking for a highly motivated, energetic, and entrepreneurial individual based remotely in the US to join our Client Success and Strategy team. As a part of this team, you will drive our clients’ implementation and integration of Fathom’s cutting-edge technology into the nation’s largest health systems, physician groups, and billing companies as well as convert high-profile clients into Fathom advocates and references. You will also be integral to building Fathom’s client success programs, enterprise-level growth strategy, cross-functional initiatives, and serve as the voice of the client. This role calls for a highly organized problem solver with a builder’s mindset, who is a goal-oriented, polished communicator with a strong bias towards execution and iteration. You will address new and exciting challenges each day as Fathom works to rapidly modernize a largely immutable industry and scale our operations.

Your role and responsibilities will include:

  • Establishing, growing, and managing relationships with new and existing clients at all levels, including C-suite
  • Functioning as a Fathom product expert comfortable with translating technical communications between clients and our product and engineering teams
  • Creating, owning, and maintaining a continual client feedback strategy in coordination with the product roadmap and the engineering and commercial teams
  • Developing, coordinating and shepherding clients through each phase of our onboarding program with clearly-defined deliverables and timelines to get clients fully activated
  • Growing existing business through upselling and cross-selling initiatives
  • Converting executives, including C-suite, of high-profile clients into Fathom advocates and reference clients
  • Some travel expected, up to 15%

We are looking for a teammate with:

  • 5+ years of client management experience working with director-level through C-level clients
  • Management consulting experience, including client relationship management, with focus on revenue cycle management, healthcare documentation management, and/or healthcare operations
  • High proficiency in driving dynamic problem-solving through first principles thinking and the ability to work efficiently under pressure in a startup environment
  • Excellent attention to detail, written and verbal communication, with remote collaboration experience preferred
  • Strong organizational skills and tactful negotiation skills, including an ability to execute successfully on multiple tasks and swiftly negotiate and/or re-prioritize based on strategic needs or client demands

Peers would describe you as:

  • A Creative, Determined Problem-solver: you leverage the tools you have at your disposal to handle novel and complex problems. You love to solve various types of puzzles. You always seek to understand the WHAT, WHY, and HOW
  • A Resourceful Go-getter: you are enthusiastic, entrepreneurial, a self-starter and excited to grow in a company that emphasizes learning and growth. You are proactive in your communications, both with clients and internally. You want to do more and have a higher impact in your day to day work. You are creative, coachable, interested in personal development, and want to dive into the world of healthcare tech.
  • A People-person: you are able to build strong personal relationships and connect with individuals from all backgrounds and levels. People walk away from conversations with you feeling motivated and inspired. You are willing to go above and beyond to maintain and improve relationships (e.g., calls, conferences, hopping on a plane); you will make it happen in order to understand the clients and their pain points

Bonus points if you have:

  • Advanced analytical skills and spreadsheet expertise
  • Worked with revenue cycle management
  • Relevant medical coding, clinical operations or healthcare knowledge and expertise
  • Demonstrable experience leading big data projects and/or prior experience with complex data integrations
  • Experience in software project management


  • Salary: $140,000 USD - $195,000 USD
  • Company Equity


  • PTO and Uncapped Sick Days
    Medical/Dental/Vision Coverage
  • 401k Matching
  • $1,500 USD Home Office Budget
  • Virtual and Local Office (San Francisco, New York City and Toronto) Team Building Events
  • Annual Company Off-site