Customer Success Manager
New
H
HealthSnapHealth Technology
United StatesFull-TimeMiddle
Salary100,000 - 115,000 USD per year
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Job Details
- Experience
- 3–5+ years
- Required Skills
- Data AnalysisCustomer SuccessEHRAccount Management
Requirements
- 3–5+ years of Customer Success Management, Account Management, or healthcare operations experience.
- SaaS or health tech experience strongly preferred.
- Demonstrated revenue cycle management (RCM) experience, including understanding of CPT codes, claim adjudication, and payer reimbursement.
- Proven ability to have direct, difficult conversations with customers, including delivering unfavorable news and holding customers accountable.
- Strong structured problem-solving skills to break down complex operational challenges and develop executable action plans.
- Experience working with private practice groups and familiarity with practice operations.
- Working knowledge of electronic health records (EHR) systems, particularly in a single-EHR private practice context.
- Familiarity with Medicare reimbursement models or strong demonstrated ability to learn quickly.
- Experience managing customer performance metrics and building data-driven action plans.
- Strong communication and relationship-building skills to engage with physicians, administrators, and clinical staff.
- Proficiency using AI tools to increase efficiency and accelerate customer value delivery.
Responsibilities
- Own a portfolio of private practice customers serving as their primary HealthSnap contact from go-live through renewal and expansion.
- Guide customers through the HealthSnap Customer Journey from implementation and workflow adoption through ongoing program optimization and growth.
- Proactively monitor each customer’s clinical and billing performance data; identify trends, risks, and opportunities and translate findings into clear, actionable recommendations.
- Lead regular business reviews using program and financial performance data to demonstrate ROI and drive continued engagement.
- Navigate difficult customer conversations with confidence and empathy, including underperformance, billing challenges, workflow gaps, and escalations, always with a bias toward solutions and urgency.
- Apply structured problem-solving to diagnose root causes of adoption or reimbursement issues; develop and execute action plans that produce measurable improvements.
- Educate and advise customers on Medicare reimbursement optimization for RPM and care management programs, helping them understand billing workflows, claims outcomes, and opportunities to improve financial performance.
- Identify expansion opportunities and collaborate with Sales to support account growth.
- Collaborate cross-functionally with Clinical Operations, Product, and Support teams to resolve issues and deliver an optimal customer experience.
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