Strategic Customer Success Manager - Billing
Strategic Customer Success Manager partners with enterprise biller customers in healthcare to drive retention, adoption, and long-term value through executive alignment and multi-quarter strategies. Requires 6+ years in CS/account management with health tech expertise.
Responsibilities
Own Strategic Customer Partnerships
- Serve as the primary strategic partner for the company’s most valuable customers
- Build and sustain trusted relationships across executive, clinical, operational, and financial stakeholders
- Develop and execute multi-quarter account strategies aligned to executive-level business objectives
- Map and navigate complex stakeholder ecosystems to drive alignment and influence decision-making
- Develop a deep understanding of customer business objectives, success metrics, and organizational complexity, including workflows that span multiple client accounts
- Identify growth, retention, and risk signals across enterprise customer environments
- Proactively manage renewal exposure and lead enterprise-level risk mitigation efforts
Drive Enterprise-Scale Outcomes
- Architect and operationalize multi-quarter success strategies aligned to executive business priorities
- Lead executive business reviews (EBRs) and facilitate forward-looking strategic planning with senior stakeholders
- Influence enterprise-wide adoption, change management, and scaling strategies across complex organizations
- Anticipate and mitigate enterprise-level risk, renewal exposure, and competitive threats
Internal Leadership & Customer Advocacy
- Act as the voice of strategic customers internally
- Influence product direction, roadmap prioritization, and cross-functional initiatives
- Partner with senior leaders to align enterprise customer needs with company strategy
Operational Excellence
- Maintain detailed documentation on customer goals, risks, and outcomes
- Balance retention objectives with long-term partnership health across complex enterprise accounts
- Continuously improve enterprise success processes and frameworks
Desired Skills & Experience
- 6+ years of experience in Customer Success or Account Management managing enterprise or strategic accounts
- Deep experience in health tech, EHRs, insurance or healthcare SaaS
- Experience working with technology platforms Notion, Slack, Gong and ChurnZero or similar
- Proven executive presence and ability to influence senior stakeholders
- Experience managing complex, multi-location or multi-stakeholder organizations
- Strong strategic thinking, judgment, and autonomy
Bonus Points
- You are empathetic, curious, and customer-focused
- You enjoy solving complex problems and building long-term relationships
- You are proactive, organized, and accountable for outcomes
- You are comfortable balancing structure with ambiguity
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