Strategic Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Strategic Customer Success Manager based in the United States.

In this role, you will serve as a high-impact strategic advisor to enterprise healthcare clients, owning deep relationships with senior executives across complex health systems and revenue cycle organizations. You will be responsible for driving long-term customer value, retention, and expansion across a focused portfolio of top-tier accounts. Acting as the bridge between customers and internal teams, you will translate operational challenges into actionable strategies and product improvements. The role requires strong healthcare RCM expertise, executive presence, and the ability to navigate multi-stakeholder environments. You will lead quarterly business reviews, identify growth opportunities, and ensure customers achieve measurable ROI from solutions. This is a highly visible position combining strategic account leadership, consultative problem-solving, and hands-on execution in a fast-paced healthcare technology environment.

Own and grow a portfolio of 5–10 enterprise healthcare accounts, serving as the primary strategic point of contact and driving retention, expansion, and long-term partnership value.

• Develop and execute account success plans, ensuring adoption, measurable ROI, and alignment with customer goals.
• Build trusted relationships with C-suite and VP-level stakeholders, acting as a strategic advisor on revenue cycle performance and operational optimization.
• Lead Quarterly Business Reviews (QBRs), leveraging data insights to communicate performance, outcomes, and expansion opportunities.
• Identify and drive upsell and cross-sell opportunities within complex healthcare organizations.
• Partner cross-functionally with Sales, Product, and Implementation teams to ensure seamless customer experience and issue resolution.
• Serve as escalation point for critical customer issues, ensuring timely resolution and sustained trust.
• Translate customer feedback into actionable insights to influence product roadmap and strategic direction.
• Drive customer advocacy initiatives including case studies, references, and industry engagement.
• Maintain deep knowledge of healthcare RCM trends, payer dynamics, and regulatory changes to strengthen advisory capabilities.
• Travel frequently (up to 50%) for onsite customer engagement and industry events.

Requirements:

This role requires deep expertise in healthcare revenue cycle management and a strong track record of managing enterprise customer relationships in high-complexity environments. Candidates should bring both strategic thinking and hands-on operational understanding of healthcare financial workflows.

• 10+ years of experience in healthcare, RCM, or healthcare technology with strong exposure to revenue cycle operations or patient financial experience.
• Proven success managing and growing enterprise accounts (7-figure+ ARR), with a strong focus on retention and expansion.
• Deep understanding of healthcare billing workflows, coding, payer dynamics, and reimbursement processes.
• Experience engaging and influencing executive stakeholders (CFOs, VPs, and senior operations leaders).
• Strong consultative and analytical mindset, with the ability to translate data into strategic recommendations.
• Excellent communication, storytelling, and relationship-building skills across technical and non-technical audiences.
• Ability to operate cross-functionally and influence without authority in fast-paced environments.
• Proficiency with CRM and customer success tools.
• Strong adaptability, executive presence, and comfort navigating ambiguity.
• Willingness to travel up to 50% of the time.

Benefits:

• Competitive base salary, performance bonus, and equity package
• Unlimited PTO and strong focus on work-life balance
• Fully paid medical, dental, and vision insurance for employees and dependents
• 401(k) with company match
• Equity opportunities to participate in company growth
• Student loan repayment support
• Remote-friendly work environment
• High-impact role with direct exposure to executive leadership and strategic accounts
• Opportunity to shape healthcare RCM innovation in a fast-growing AI-driven environment