Strategic Customer Success Manager

Key Responsibilities

• Own and deepen relationships with a portfolio of 5–10 enterprise healthcare customers, focusing on long-term retention, expansion, and value creation.
• Serve as a strategic advisor to C-suite and VP-level stakeholders (CFOs, VPs of Revenue Cycle, Operations leads), aligning solutions to financial, operational, and patient experience goals.
• Develop and execute comprehensive account strategies and success plans that drive adoption, measurable ROI, and expansion across complex organizations.
• Lead high-impact Quarterly Business Reviews (QBRs), leveraging data and insights to highlight performance, outcomes, and future opportunities.
• Identify, influence, and drive multi-threaded expansion opportunities, including upsell and cross-sell within large enterprise accounts.
• Partner cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and alignment on customer goals.
• Act as the escalation point for critical issues, navigating complex organizations to drive resolution and maintain executive trust.
• Leverage deep knowledge of healthcare revenue cycle management to provide consultative guidance and best practices.
• Translate customer feedback into actionable insights for Product and Leadership teams to shape roadmap and company strategy.
• Drive customer advocacy initiatives including executive references, case studies, and participation in industry events.
• Maintain understanding of healthcare industry trends, regulatory changes, and RCM innovation.
• Travel up to 50% for on-site customer meetings, conferences, and events.

Requirements

• 10+ years of experience within RCM, healthcare, and/or healthcare technology, with expertise in revenue cycle operations, patient financial experience, and/or healthcare finance.
• Firsthand experience working in or alongside health systems, RCM companies, EHR organizations, or healthcare technology providers in a customer-facing, financial, or operational capacity.
• Proven track record of managing and growing large, complex enterprise accounts (7-figure+ ARR), with success in retention and expansion.
• Deep understanding of healthcare revenue cycle management, including patient financial experience, billing workflows, coding, payer dynamics, and regulatory environment.
• Experience engaging and influencing executive stakeholders (C-suite, VP-level) with polished executive presence.
• Highly consultative mindset with ability to translate complex challenges into strategic solutions and measurable outcomes.
• Strong analytical and storytelling skills, leveraging data to drive executive conversations.
• Demonstrated ability to operate cross-functionally and influence without authority in a fast-paced environment.
• Exceptional communication and relationship-building skills.
• Experience with CRM and customer success platforms.
• Willingness and ability to travel up to 50% of the time.

Nice-to-Haves / Success Metrics

• 100% retention across portfolio with strong customer health scores.
• At least one expansion or upsell initiated or closed.
• Completed QBRs with documented outcomes and ROI storytelling.
• At least one customer advocacy milestone (executive reference, case study, or industry event participation).