Customer Success Manager

HealthSnap

7h•$100,000 - $115,000•Remote

About The Position

At HealthSnap, Customer Success Managers serve as the primary point of contact and trusted advisor for our private practice customers. You will guide these organizations from implementation through long-term success, helping them build sustainable RPM and Care Management programs that improve patient outcomes and practice revenue. The ideal candidate brings a track record of navigating difficult conversations with confidence, and the structured problem-solving skills to diagnose challenges and drive action. You know how a medical practice makes money, where billing breaks down, and how to connect the dots between clinical program performance and the bottom line. Success is measured by customer retention, program enrollment and utilization, reimbursement performance, and overall customer satisfaction.

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: you understand CPT codes, claim adjudication, payer reimbursement, and how billing performance directly impacts a medical practice’s financial health
Proven ability to have direct, difficult conversations with customers, including delivering unfavorable news, holding customers accountable, and redirecting underperforming programs without sacrificing the relationship
Strong structured problem-solving skills: ability to break down complex operational challenges, identify root causes, and develop executable action plans
Experience working with private practice groups, including familiarity with practice operations
Working knowledge of electronic health records (EHR) systems, particularly in a single-EHR private practice context (Ex: EcW, NexGen, Athena, etc.)
Familiarity with Medicare reimbursement models or strong demonstrated ability to learn quickly
Experience managing customer performance metrics and building data-driven action plans to improve enrollment, utilization, retention, and financial outcomes
Strong communicator and relationship-builder who can engage credibly with physicians, practice 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