Customer Success Manager

Claim Health•New York City, NY

6d•Onsite

About The Position

Claim Health is seeking its first Customer Success Manager to partner with agencies post-launch, helping them maximize the value derived from the Claim Health platform. The platform is integral to agencies' revenue cycle, covering referral intake, eligibility and benefits verification, insurance mapping, prior authorization, and admit decisions. The Customer Success Manager will be responsible for identifying and unlocking further value for agencies as they grow, whether through new referral sources, branches, service lines, or increased workflow automation on the Claim Health platform. This role involves acting as a strategic partner to agency leadership, utilizing data to present performance insights, develop growth plans, and ensure successful implementation. Collaboration with operations, product, and engineering teams is key, with customer insights directly influencing product development. This position is ideal for an individual with 2-5 years of experience in customer success, account management, or revenue cycle operations, seeking significant ownership in an early-stage company.

Requirements

2–5 years of experience in either: Customer success, account management, or implementation at a healthcare SaaS, RCM, or early-stage startup, or Revenue cycle or intake operations at a home health, hospice, or post-acute provider.
A track record of growing accounts, with the numbers to prove it.
Analytical mindset, with comfort pulling, interpreting, and presenting data to executives.
Ability to build rapport with a wide range of stakeholders, from intake coordinators to agency executives.
Clear, concise written and verbal communication skills.
Ability to thrive in fast-paced, ambiguous environments.
High ownership mentality and bias toward action.
Willingness to travel for onsite agency visits.

Nice To Haves

Familiarity with the home health and hospice revenue cycle, including payer mix, eligibility, and authorizations.
Experience with EMRs like HCHB, KanTime, WellSky, or Axxess.
Comfort working with data and tools such as SQL, Excel/Google Sheets, or dashboards.
Experience working closely with product and engineering teams.
A habit of automating your own work, whether with scripts or spreadsheets, so you never do something twice.

Responsibilities

Own Agency Partnerships: Serve as the strategic partner to home health and hospice agency leadership, from intake directors to executives.
Build trusted, long-term relationships and be each agency's advocate inside Claim Health.
Own renewals, expansion, and references, all of which follow from delivering results.
Drive Performance & Growth: Build a growth plan for each agency with clear goals to help them increase admissions and revenue.
Run monthly and quarterly business reviews that show the impact we've delivered and agree on what's next.
Find opportunities to deliver more value: new referral sources and portals, more automated workflows, and new ways of working for intake teams.
Lead expansion to new branches, service lines, and products.
Shape the Product: Bring customer insight directly into product priorities, backed by data.
Partner with engineering to turn what agencies need next into shipped features.
Keep customers informed about what's coming on the roadmap.
Build the Customer Success Function: Define how Claim Health does customer success, including account health, business reviews, and playbooks.
Use AI and internal tooling to deliver a high-touch experience at scale.