Customer Success Specialist
Full Time • Fully Remote - US
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Opportunity for advancement
- Paid time off
- Profit sharing
- Tuition assistance
Location: Remote (must reside in NC, LA, SD, FL, TN, GA, or VA)
Department: Customer Success
Reports To: Manager of Customer Success
Department: Customer Success
Reports To: Manager of Customer Success
Company Overview
At Integrity Support, Inc. (CheckpointEHR.com), we are passionate about serving those who serve others. We support behavioral health providers through a cloud-based EHR, clearinghouse, and billing platform that helps agencies deliver care efficiently, compliantly, and at scale.
We measure success not just by revenue, but by the real impact our customers make every day. If you enjoy building meaningful relationships, solving complex problems, and helping customers succeed long-term, we’d love to hear from you.
Position Summary
The Customer Success Specialist is responsible for ongoing customer success after onboarding.
The Customer Success Specialist is responsible for ongoing customer success after onboarding.
This role partners with customers to ensure they are confidently using Checkpoint EHR, maintain healthy billing and claims workflows, and continuously improve how they operate on the platform. The Customer Success Specialist does not own initial onboarding; instead, they focus on adoption, optimization, satisfaction, and retention throughout the customer lifecycle.
Key Responsibilities
-
Customer Relationship & Adoption
- Serve as the primary point of contact for assigned customers post-onboarding
- Build trusted, long-term relationships with customers through proactive outreach
- Guide customers in adopting features and workflows aligned with their goals
- Identify usage gaps, risks, or inefficiencies and proactively address them
- Reinforce best practices and help customers maximize value from Checkpoint EHR
-
Billing & Claims Support
- Monitor customer claims processing and denial trends
- Assist customers in understanding claim issues and resolution paths
- Coordinate with internal billing, EDI, and support teams as needed
- Help customers navigate payer requirements and system workflows
-
Training & Ongoing Support
- Provide ongoing training (live, recorded, or written) after onboarding
- Respond to customer inquiries via phone, email, and ticketing systems within defined SLAs
- Escalate complex or systemic issues appropriately
- Document customer interactions, outcomes, and risks clearly
-
Customer Health & Retention
- Monitor customer satisfaction, sentiment, and engagement
- Identify early warning signs of churn or disengagement
- Share customer feedback and trends with leadership and internal teams
- Support retention efforts through strong relationships and measurable outcomes
What Winning Looks Like
- Customers feel supported, confident, and engaged
- Customers steadily adopt relevant features over time
- Claims workflows remain healthy with fewer avoidable issues
- Risks are identified early and addressed proactively
- Customer satisfaction and retention remain strong
Skills & Qualifications
- High School diploma or equivalent (required)
- 1+ year of customer service or customer-facing experience (preferred)
- Experience in healthcare, SaaS, EHRs, or billing workflows is a plus
- Strong verbal and written communication skills
- Ability to explain complex topics clearly and empathetically
- Detail-oriented with strong problem-solving abilities
- Comfortable working independently in a remote environment
- Experience with Microsoft Office (Outlook, Word, Excel, Teams)
- Ability to maintain HIPAA and PHI confidentiality
- Experience using ticketing or CRM systems (Zendesk preferred)
Work Hours & Location
- Full-time (40 hours/week)
- Monday–Friday, 8:00 am–5:00 pm Eastern
- Fully remote
This is a remote position.
Compensation: $40,000.00 - $50,000.00 per year
We are Growing!
At Integrity Support, Inc. we are passionate about “serving those who serve others”. Most companies define success by the number of dollars but we define our success by the number of lives changed daily by our team using their service-hearted talents specializing in the Behavioral Health industry offering cloud based electronic health records (EHR), clearinghouse, and billing software.
If you are looking for a growing opportunity with a purpose to serve, have valuable contribution, and impact on lives that matter – keep reading.
Core Values & Beliefs
Core Values & Beliefs
Integrity Character matters. All the time.
Faith in God, not ourselves Colossians 3:23 -We do our work as unto the Lord.
Serving Others We enjoy hard work and serving.
Simplicity Period
Self-initiated Growth We pursue continual improvement of ourselves and our organization.
Self-employed mentality We care and take responsibility like we own the place.
Teamwork We are team members without egos, not employees.
No gossip We pass negatives upward and positives all around.
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