Customer Success Manager

HealthSnap empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care. The Customer Success Manager will serve as the primary point of contact for private practice customers, guiding them from implementation through long-term success while focusing on improving patient outcomes and practice revenue.

Responsibilities:

• Own a portfolio of private practice customers serving as their primary HealthSnap contact from go-live through renewal and expansion
• Guide customers through the HealthSnap Customer Journey from implementation and workflow adoption through ongoing program optimization and growth
• Proactively monitor each customer’s clinical and billing performance data; identify trends, risks, and opportunities and translate findings into clear, actionable recommendations
• Lead regular business reviews using program and financial performance data to demonstrate ROI and drive continued engagement
• Navigate difficult customer conversations with confidence and empathy, including underperformance, billing challenges, workflow gaps, and escalations, always with a bias toward solutions and urgency
• Apply structured problem-solving to diagnose root causes of adoption or reimbursement issues; develop and execute action plans that produce measurable improvements
• Educate and advise customers on Medicare reimbursement optimization for RPM and care management programs, helping them understand billing workflows, claims outcomes, and opportunities to improve financial performance
• Identify expansion opportunities and collaborate with Sales to support account growth
• Collaborate cross-functionally with Clinical Operations, Product, and Support teams to resolve issues and deliver an optimal customer experience

Requirements:

• 3–5+ years of Customer Success Management, Account Management, or healthcare operations experience
• Demonstrated revenue cycle management (RCM) experience: you understand CPT codes, claim adjudication, payer reimbursement, and how billing performance directly impacts a medical practice's financial health
• Proven ability to have direct, difficult conversations with customers, including delivering unfavorable news, holding customers accountable, and redirecting underperforming programs without sacrificing the relationship
• Strong structured problem-solving skills: ability to break down complex operational challenges, identify root causes, and develop executable action plans
• Experience working with private practice groups, including familiarity with practice operations
• Working knowledge of electronic health records (EHR) systems, particularly in a single-EHR private practice context (Ex: EcW, NexGen, Athena, etc.)
• Experience managing customer performance metrics and building data-driven action plans to improve enrollment, utilization, retention, and financial outcomes
• Strong communicator and relationship-builder who can engage credibly with physicians, practice administrators, and clinical staff
• Proficiency using AI tools to increase efficiency and accelerate customer value delivery
• SaaS or health tech experience strongly preferred
• Familiarity with Medicare reimbursement models or strong demonstrated ability to learn quickly