Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships.
Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs.
Develop a deep understanding of each customer’s goals, business challenges, and success metrics.
Rapidly understand how a customer’s current system is configured.
Conduct regular check-ins and strategic calls to foster engagement and trust.
Drive platform adoption and ensure customers are utilizing key features to achieve ROI
Monitor customer health metrics and proactively address risks.
Identify early signs of dissatisfaction and work cross-functionally to resolve issues.
Identify and nurture opportunities for expansion, including upsells.
Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals.
Analyze customer data to surface insights, trends, and opportunities for optimization.
Partner with customers to define measurable success metrics and report on progress.
Advocate for customer needs internally and contribute to product feedback loops
Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%)

Strong financial literacy, with experience in billing, accounting, business office management, revenue cycle management, or another finance-related discipline
Experience in healthcare or senior living operations is a plus, but not required
Comfortable working in spreadsheets (Excel/Google Sheets) and learning new systems quickly
Strong problem-solving skills with a willingness to dig into ambiguous or unfamiliar challenges
Clear and professional communication skills, with comfort in customer-facing settings
Proactive and resourceful—willing to take ownership and figure things out
Excited to work in a fast-paced, evolving environment

Customer Success Manager, Billing

Key skills