Strategic Customer Success Manager
New
Based in the United StatesFull-TimeManager
SalaryCompetitive base salary, performance bonus, and equity package
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Job Details
- Experience
- 10+ years
- Required Skills
- Account ManagementStakeholder managementCRMData analytics
Requirements
- 10+ years of experience in healthcare, RCM, or healthcare technology with strong exposure to revenue cycle operations or patient financial experience.
- Proven success managing and growing enterprise accounts (7-figure+ ARR), with a strong focus on retention and expansion.
- Deep understanding of healthcare billing workflows, coding, payer dynamics, and reimbursement processes.
- Experience engaging and influencing executive stakeholders (CFOs, VPs, and senior operations leaders).
- Strong consultative and analytical mindset, with the ability to translate data into strategic recommendations.
- Excellent communication, storytelling, and relationship-building skills across technical and non-technical audiences.
- Ability to operate cross-functionally and influence without authority in fast-paced environments.
- Proficiency with CRM and customer success tools.
- Strong adaptability, executive presence, and comfort navigating ambiguity.
- Willingness to travel up to 50% of the time.
Responsibilities
- Own and grow a portfolio of 5–10 enterprise healthcare accounts, serving as the primary strategic point of contact and driving retention, expansion, and long-term partnership value.
- Develop and execute account success plans, ensuring adoption, measurable ROI, and alignment with customer goals.
- Build trusted relationships with C-suite and VP-level stakeholders, acting as a strategic advisor on revenue cycle performance and operational optimization.
- Lead Quarterly Business Reviews (QBRs), leveraging data insights to communicate performance, outcomes, and expansion opportunities.
- Identify and drive upsell and cross-sell opportunities within complex healthcare organizations.
- Partner cross-functionally with Sales, Product, and Implementation teams to ensure seamless customer experience and issue resolution.
- Serve as escalation point for critical customer issues, ensuring timely resolution and sustained trust.
- Translate customer feedback into actionable insights to influence product roadmap and strategic direction.
- Drive customer advocacy initiatives including case studies, references, and industry engagement.
- Maintain deep knowledge of healthcare RCM trends, payer dynamics, and regulatory changes to strengthen advisory capabilities.
- Travel frequently (up to 50%) for onsite customer engagement and industry events.
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