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Company Description

Healthy Roster is the sports medicine and athletic training platform trusted by athletic trainers and sports medicine professionals across high schools, universities, and professional organizations. Our EMR streamlines injury documentation, athlete health records, and compliance reporting — and our Sway product brings FDA-cleared, mobile concussion testing with objective balance and cognitive assessments to the sideline, anywhere and anytime. Together, we give athletic healthcare professionals the tools to spend less time on paperwork and more time caring for athletes.

The Role

The Customer Success & Support Representative plays a central role in the health of our customer relationships. This is a hybrid role that blends responsive, high-quality support with proactive customer success — ensuring that every customer, from onboarding through renewal, is set up to get real value from our platform.

You'll be a trusted resource for athletic trainers and program administrators, helping them solve problems, build confidence in the product, and continuously deepen their engagement with Healthy Roster.

Responsibilities:

Customer Support

• Respond to customer inquiries with accuracy and care across email, webinars, and other support channels
• Troubleshoot technical issues and deliver clear, actionable guidance
• Escalate and track product bugs, ensuring timely resolution and transparent follow-up with affected customers
• Identify recurring support patterns and proactively recommend improvements to reduce ticket volume

Onboarding & Enablement

• Lead new customer onboarding through a combination of group webinars and personalized 1:1 sessions
• Educate customers on key features, workflows, and best practices tailored to their program's needs
• Accelerate time-to-value and lay the foundation for strong, lasting product adoption

Customer Success & Retention

• Develop genuine, trusted relationships with customers across your portfolio
• Monitor engagement signals to proactively identify at-risk accounts and surface growth opportunities
• Reinforce product value at every touchpoint to support strong retention outcomes
• Partner closely with Sales on renewals, expansions, and strategic account planning

Product Feedback & Continuous Improvement

• Collect, document, and synthesize customer feedback, feature requests, and pain points
• Share insights regularly with Product, Sales, and Marketing teams to inform roadmap priorities and messaging
• Maintain and improve knowledge base content and internal documentation
• Identify trends in customer behavior and recommend process or tooling improvements

Growth & Team Contribution

• Recognize and support upsell opportunities within existing accounts
• Assist in onboarding and mentoring junior team members as the team grows
• Contribute to team-wide initiatives that improve efficiency, consistency, and customer experience

Qualifications:

• Bachelor's degree required
• 5+ years of experience in customer support, customer success, or athletic training
• Background in or familiarity with athletic training, sports medicine, or a related field is a strong plus
• Experience with help desk software and remote support tools
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Working knowledge of CRM systems, particularly Salesforce
• Excellent written and verbal communication skills
• Strong problem-solving instincts with a solution-oriented mindset
• Ability to manage multiple priorities calmly and effectively
• Patient, empathetic, and composed when navigating complex or difficult situations
• Self-motivated with a genuine passion for team collaboration and customer outcomes
• A sincere connection to our mission of supporting athletic healthcare professionals and the athletes they serve