Summary

In this episode of Your Customer, Your Success, Gary Marra sits down with Amber Monroe, Senior Vice President of Customer Experience at Paradigm Senior Services. With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact.

From revenue cycle management and compliance to building high-performing teams, Amber shares what makes healthcare customer success fundamentally different from SaaS — and why trust may be the most important business driver of all. She also highlights success stories that show how great customer experience can literally keep small businesses afloat while expanding care for veterans and communities across the country.

Whether you work in healthcare, SaaS, or any customer-facing industry, Amber’s perspective offers fresh lessons on strategy, empathy, and building customer partnerships that last.

Chapters

01:08 Introduction to Amber Monroe and Paradigm Senior Services

03:49 Understanding the Role of Customer Success in Healthcare beyond SaaS

06:58 Defining Success in Healthcare Customer Experience

10:05 Communication Strategies for Client Engagement

12:40 Anticipating Customer’s Needs

15:00 Measuring Success: Metrics in Healthcare Customer Success

20:44 The Role of Account Managers vs. Customer Success Managers

27:14 Success Story – Servicing Veterans

28:26 Collecting Outstanding Claims for Clients

30:54 Advice for New Healthcare Customer Success Leaders

31:25 “Does it Hold Water?”

35:49 Chip Shots

📚 Book Recommendation:

Amber’s Pick:

Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses into Results, by Cy Wakeman

🔗 Connect with Amber:

LinkedIn : https://www.linkedin.com/in/ambermonroe/

E-mail :  info@ambermonroecx.com

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

📣 🎧 Please Listen & Subscribe

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Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #CustomerSuccess #ClientExperience #Leadership #HealthcareAdministration