Strategic Customer Success Manager

Remote (United States)

Job Details

Employment Type: Full Time

Work Arrangement: Remote

Annual Salary: $120,000 - $135,000 per year

About the Role

This opportunity is for a Strategic Customer Success Manager responsible for the organization’s most complex and highest-value customer partnerships, including health systems and large, multi-location private practices with sophisticated operational and financial needs.

The Strategic Customer Success Manager will serve as a senior partner and subject-matter expert, combining healthcare knowledge, advanced stakeholder management, and strategic advisory skills to produce meaningful and measurable customer results.

The role requires strong implementation experience involving healthcare technology or care management programs, including the ability to lead complex, multi-stakeholder deployments across health systems or large group practices. The successful candidate will understand how health systems manage vendor relationships, navigate internal approval processes, and evaluate program return on investment.

This is a senior individual contributor position with meaningful leadership expectations. The role includes mentoring less-experienced Customer Success Managers, helping develop best practices and playbooks, and contributing to cross-functional initiatives that strengthen the broader Customer Success organization.

The Strategic Customer Success Manager must be able to move confidently between detailed billing discussions and executive-level strategic reviews. The position requires the credibility and executive presence necessary to operate as a trusted peer to health system leaders while managing programs with significant clinical and financial impact.

What You’ll Do

Strategic Account Ownership

• Own a portfolio of health system partners and large, multi-location private practices.
• Serve as the senior customer advisor and primary escalation point for assigned accounts.
• Develop and execute customized success plans that align clinical and operational capabilities with each customer’s strategic objectives and financial goals.
• Monitor portfolio-level health metrics and proactively intervene when accounts show early signs of risk or potential churn.
• Identify expansion opportunities across customer locations, service lines, and new program types.

Executive Engagement and Strategic Advisory

• Lead executive business reviews and strategic planning sessions with C-suite, Vice President, and Director-level stakeholders.
• Use revenue cycle and program performance data to quantify return on investment, demonstrate customer value, and develop internal champions.
• Navigate difficult senior-level conversations involving underperforming programs, billing disputes, contract discussions, and escalations.
• Approach complex discussions with confidence, relevant data, and a clear path toward resolution.
• Advise customers on billing optimization, payer strategy, claims performance, and the financial impact of program design decisions involving care management programs.

Performance Improvement and Problem-Solving

• Apply advanced structured problem-solving methods to diagnose complex operational and reimbursement challenges across multiple locations.
• Develop scalable action plans that address identified challenges and produce measurable improvements.
• Hold internal teams and customer stakeholders accountable for executing agreed-upon action plans.
• Synthesize operational, clinical, and financial data into persuasive narratives that motivate executive-level action.
• Support complex organizational change and technology adoption across large, multi-department healthcare organizations.

Leadership and Cross-Functional Collaboration

• Serve as an informal team leader and mentor Customer Success Managers.
• Contribute to the development of Customer Success playbooks, best practices, and process improvements.
• Lead or participate in cross-functional improvement initiatives that strengthen customer outcomes and team performance.
• Collaborate with Clinical Operations, Product, and Implementation teams to advocate for customer needs.
• Help drive product and operational process improvements based on customer requirements and portfolio insights.

Qualifications

• 5+ years of experience in Customer Success Management, Account Management, or healthcare operations within a health technology or SaaS environment.
• Experience working with health systems or large group practices is strongly preferred.
• Strong implementation experience involving healthcare technology or care management programs.
• Proven ability to lead complex, multi-stakeholder deployments within health systems or large private practice groups.
• Revenue cycle management experience and working knowledge of billing workflows, CPT coding, payer adjudication, denial management, and the effect of clinical program design on reimbursement outcomes.
• Demonstrated ability to lead difficult executive-level conversations, including delivering unfavorable information, navigating disputes, challenging existing practices, and driving accountability without damaging strategic relationships.
• Proven structured problem-solving skills applied to complex, multi-site, and multi-stakeholder customer environments.
• Ability to manage ambiguity, establish clarity, and guide teams toward execution.
• Track record of influencing and aligning senior stakeholders, including C-suite leaders, Chief Medical Officers, Chief Financial Officers, and Vice Presidents of Operations.
• Experience driving complex organizational change or technology adoption across large, multi-department healthcare organizations.
• Strong analytical skills and the ability to combine operational, clinical, and financial data into compelling narratives that encourage executive action.
• Experience mentoring junior team members and contributing to team-level best practices, playbooks, or process improvement initiatives.
• Proficiency using artificial intelligence tools to scale impact across a complex customer portfolio and accelerate the development of strategic insights.
• Strong executive presence, credibility, strategic judgment, and relationship-management skills.
• Ability to solve problems creatively, operate effectively in a dynamic environment, embrace change, demonstrate empathy, and maintain an ownership-oriented mindset.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Paid time off.
• Career advancement opportunities.

Work Environment

• Remote work arrangement.
• Opportunity to work on healthcare programs with meaningful clinical and financial impact.
• Collaborative environment built around teamwork, innovation, mutual respect, ownership, agility, empathy, and equal opportunity.
• Inclusive workplace that considers qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other protected characteristics.