Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Revenue Cycle Success Manager
Manages key relationships with healthcare practices, drives strategic narratives using RCM metrics, leads QBRs, owns escalations, and translates customer feedback into product improvements to ensure retention and expansion. Requires 5-8+ years in healthcare revenue cycle management.
New York, NYCustomer SuccessRemote5+ YOE
About the role
Responsibilities
Own the Customer Relationship
- Serve as the primary point of contact for your portfolio of practices
- Build trusted relationships with operational leaders and executives
- Ensure every practice feels like they have a dedicated strategic partner
Drive the Strategic Narrative
- Translate performance data into a clear story
- Connect RCM metrics to business impact
- Define what the practice should prioritize next
- Move conversations from “what happened” to “what we do about it”
Lead QBRs & Executive Engagement
- Run structured quarterly business reviews
- Surface renewal risk and growth opportunities early
- Create alignment on goals and measurable outcomes
Own Escalations End-to-End
- Coordinate across Operations, the CoE, Product, and Leadership
- Ensure issues are resolved with clarity and follow-through
- Maintain control of communication during high-pressure situations
Translate Customer Signal Into Internal Insight
- Identify patterns across accounts
- Bring structured feedback to the Product teams
- Help prioritize improvements that strengthen our RCM model
How You’ll Be Measured
- Net Revenue Retention (NRR) across your portfolio
- Practice performance outcomes
- Renewal stability and risk mitigation
- Expansion identification
- Quality of executive engagement
Requirements
- 5–8+ years of experience in healthcare revenue cycle management, healthcare technology, or a related domain
- Experience working and/or managing denials and A/R in complex specialties such as ABA, IOP, Wound Care, etc.
- Direct experience working with medical practices, provider groups, or health systems in a vendor, customer success or consulting role
- Strong working knowledge of key RCM metrics (AR aging, denial rates, collection rate, payer mix, cash acceleration, etc.)
- Experience owning or materially influencing retention, renewal, or expansion outcomes
- Experience leading executive-level conversations (COO, CFO, practice owner)
- Experience running structured business reviews (QBRs or equivalent)
Preferred Qualities
- Comfortable translating complex performance data into a clear business narrative
- Highly organized and able to manage 5–6 accounts end-to-end without dropping details
- Calm under pressure and capable of owning escalations through resolution
- Systems-oriented — you recognize patterns across accounts, not just isolated issues
- Commercially minded — you understand that retention and expansion are outcomes, not accidents
- Strong written and verbal communicator with executive presence
Skills
Revenue Cycle ManagementRCM MetricsAR AgingDenials ManagementCollection RatesPayer MixQBRsNet Revenue RetentionCustomer RetentionHealthcare Billing
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