Strategic Customer Success Manager

Strategic Customer Success Manager

At HealthSnap, Strategic Customer Success Managers own our most complex and highest-value partnerships, health system partners and large, multi-location private practices with sophisticated operational and financial needs. You are a senior partner and subject matter expert who combines deep healthcare domain knowledge with advanced stakeholder management and strategic advisory skills to drive meaningful, measurable results for our most demanding customers.

The ideal candidate brings strong implementation experience in healthcare technology or care management programs, with a proven ability to lead complex, multi-stakeholder deployments within healthcare systems or large group practices. You understand how health systems manage vendor relationships, navigate internal approvals, and measure program ROI and you use that knowledge to position HealthSnap as an indispensable partner.

This role also carries informal team leadership responsibilities, including mentoring less-experienced CSMs and contributing to the development of best practices, playbooks, and cross-functional initiatives that elevate the broader CS organization.

Key Responsibilities include:

• 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

Qualifications & Experience:

• 5+ years of Customer Success Management, Account Management, or healthcare operations experience in a health tech or SaaS environment; experience with health systems or large group practices strongly preferred
• 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

What Sets This Role Apart

This is a senior individual contributor role with real leadership expectations. You will be working with our most sophisticated partners on programs that carry significant clinical and financial stakes. We need someone who can move between a detailed billing conversation and a strategic review without missing a beat and who brings the executive presence and credibility to be seen as a peer by health system executives.

Join HealthSnap! We're a fast-growing company focused on making a difference in healthcare. An equal opportunity employer, HealthSnap is looking for passionate, inclusive team players who like to solve problems, think outside the box, and thrive in a dynamic environment. We hire great people from diverse backgrounds, and that makes us stronger. If you share our values: lead with empathy, have an entrepreneur mindset, be agile and embrace change, and have an attitude of gratitude, let's talk.

HealthSnap offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Paid Time off, Career Advancement Opportunities, and the Ability to Work Remotely.

We embrace diversity and are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, or your identity expression, if you are passionate about improving the future of healthcare through lifestyle change, we want to hear from you!