Strategic Customer Success Manager
About The Position
At HealthSnap, Strategic Customer Success Managers own our most complex and highest-value partnerships, health system partners and large, multi-location private practices with sophisticated operational and financial needs. You are a senior partner and subject matter expert who combines deep healthcare domain knowledge with advanced stakeholder management and strategic advisory skills to drive meaningful, measurable results for our most demanding customers. The ideal candidate brings strong implementation experience in healthcare technology or care management programs, with a proven ability to lead complex, multi-stakeholder deployments within healthcare systems or large group practices. You understand how health systems manage vendor relationships, navigate internal approvals, and measure program ROI and you use that knowledge to position HealthSnap as an indispensable partner. This role also carries informal team leadership responsibilities, including mentoring less-experienced CSMs and contributing to the development of best practices, playbooks, and cross-functional initiatives that elevate the broader CS organization.
Requirements
- 5+ years of Customer Success Management, Account Management, or healthcare operations experience in a health tech or SaaS environment; experience with health systems or large group practices strongly preferred
- Revenue cycle management (RCM) experience: working knowledge of billing workflows, CPT coding, payer adjudication, denial management, and how clinical program design impacts reimbursement outcomes
- Demonstrated ability to lead difficult conversations at the executive level, including delivering bad news, navigating disputes, challenging the status quo, and driving accountability without damaging strategic relationships
- Proven structured problem-solving skills applied to complex, multi-stakeholder, multi-site customer environments; ability to manage ambiguity and drive clarity
- Track record of influencing and aligning senior stakeholders (C-suite, CMO, CFO, VP of Operations) within health systems or large private practice groups
- Experience driving complex organizational change and/or technology adoption across large, multi-department healthcare organizations
- Strong analytical skills: ability to synthesize operational, clinical, and financial data into compelling narratives that motivate executive-level action
- Experience mentoring junior team members and contributing to team-level best practices, playbooks, or process improvement initiatives
- Proficiency using AI tools to scale impact across a complex portfolio and accelerate strategic insights
Responsibilities
- Own a portfolio of health system partners and large multi-location private practices; serve as their senior HealthSnap advisor and primary escalation point
- Develop and execute tailored success plans for each account that align HealthSnap’s clinical and operational capabilities with each partner’s strategic objectives and financial goals
- Lead executive business reviews and strategic planning sessions with C-suite, VP, and Director-level stakeholders; use revenue cycle and program performance data to quantify ROI and build internal champions
- Navigate difficult conversations at senior levels, including underperforming programs, billing disputes, contract discussions, and escalations with confidence, data, and a clear path forward
- Apply advanced problem-solving to diagnose complex, multi-site operational and reimbursement challenges; develop scalable action plans and hold internal and customer teams accountable for execution
- Serve as an advisor for customers on billing optimization, payer strategy, claims performance, and the financial impact of program design decisions for care management programs
- Identify expansion opportunities across sites, service lines, and new program types
- Monitor portfolio-level health metrics and proactively intervene on at-risk accounts before churn signals emerge
- Serve as an informal team leader: mentor CSMs on the team, contribute to playbook development, and lead or participate in cross-functional improvement initiatives
- Collaborate with Clinical Operations, Product, and Implementation to advocate for customer needs and drive product and process improvements
Benefits
- Medical
- Dental
- Vision
- Life Insurance
- Paid Time off
- Career Advancement Opportunities
- Ability to Work Remotely
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
