Strategic Customer Success Manager

HealthSnap is a company that empowers patients and their physicians to improve health outcomes using an innovative platform for proactive patient care. The Strategic Customer Success Manager will manage complex partnerships with health systems and large practices, leveraging healthcare knowledge and stakeholder management skills to drive results and mentor team members.

Responsibilities:

• Own a portfolio of health system partners and large multi-location private practices; serve as their senior HealthSnap advisor and primary escalation point
• Develop and execute tailored success plans for each account that align HealthSnap’s clinical and operational capabilities with each partner’s strategic objectives and financial goals
• Lead executive business reviews and strategic planning sessions with C-suite, VP, and Director-level stakeholders; use revenue cycle and program performance data to quantify ROI and build internal champions
• Navigate difficult conversations at senior levels, including underperforming programs, billing disputes, contract discussions, and escalations with confidence, data, and a clear path forward
• Apply advanced problem-solving to diagnose complex, multi-site operational and reimbursement challenges; develop scalable action plans and hold internal and customer teams accountable for execution
• Serve as an advisor for customers on billing optimization, payer strategy, claims performance, and the financial impact of program design decisions for care management programs
• Identify expansion opportunities across sites, service lines, and new program types
• Monitor portfolio-level health metrics and proactively intervene on at-risk accounts before churn signals emerge
• Serve as an informal team leader: mentor CSMs on the team, contribute to playbook development, and lead or participate in cross-functional improvement initiatives
• Collaborate with Clinical Operations, Product, and Implementation to advocate for customer needs and drive product and process improvements

Requirements:

• 5+ years of Customer Success Management, Account Management, or healthcare operations experience in a health tech or SaaS environment
• Revenue cycle management (RCM) experience: working knowledge of billing workflows, CPT coding, payer adjudication, denial management, and how clinical program design impacts reimbursement outcomes
• Demonstrated ability to lead difficult conversations at the executive level, including delivering bad news, navigating disputes, challenging the status quo, and driving accountability without damaging strategic relationships
• Proven structured problem-solving skills applied to complex, multi-stakeholder, multi-site customer environments; ability to manage ambiguity and drive clarity
• Track record of influencing and aligning senior stakeholders (C-suite, CMO, CFO, VP of Operations) within health systems or large private practice groups
• Experience driving complex organizational change and/or technology adoption across large, multi-department healthcare organizations
• Strong analytical skills: ability to synthesize operational, clinical, and financial data into compelling narratives that motivate executive-level action
• Experience mentoring junior team members and contributing to team-level best practices, playbooks, or process improvement initiatives
• Proficiency using AI tools to scale impact across a complex portfolio and accelerate strategic insights
• Experience with health systems or large group practices strongly preferred