Customer Success Manager

Customer Success Manager

At HealthSnap, Customer Success Managers serve as the primary point of contact and trusted advisor for our private practice customers. You will guide these organizations from implementation through long-term success, helping them build sustainable RPM and Care Management programs that improve patient outcomes and practice revenue.

The ideal candidate brings a track record of navigating difficult conversations with confidence, and the structured problem-solving skills to diagnose challenges and drive action. You know how a medical practice makes money, where billing breaks down, and how to connect the dots between clinical program performance and the bottom line.

Success is measured by customer retention, program enrollment and utilization, reimbursement performance, and overall customer satisfaction.

Key Responsibilities include:

• 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

Qualifications & Experience:

• 3–5+ years of Customer Success Management, Account Management, or healthcare operations experience; SaaS or health tech experience strongly preferred
• 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.)
• Familiarity with Medicare reimbursement models or strong demonstrated ability to learn quickly
• 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

What Sets This Role Apart

This is not a relationship-maintenance role. We are looking for a CSM who proactively drives outcomes and is comfortable raising difficult topics before they become crises. Our private practice customers rely on HealthSnap to help them build programs that generate real clinical and financial results and they need a partner who understands their business deeply enough to guide them there.

Are you inspired to improve how healthcare is delivered?

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!