Customer Success Manager

Remote (United States)

Employment Details

Status: Full Time

Department: Customer Operations

Annual Salary: $100,000-$115,000 per year

About the Role

This opportunity is for a Customer Success Manager who will serve as the primary point of contact and trusted advisor for a portfolio of private practice customers. You will guide customers from implementation through long-term success, helping them build and optimize Remote Patient Monitoring (RPM) and Care Management programs that improve both patient outcomes and financial performance.

This role requires a proactive professional who is comfortable leading difficult conversations, solving complex operational challenges, and helping customers achieve measurable business and clinical results. Success is measured through customer retention, program adoption, enrollment, reimbursement performance, utilization, and overall customer satisfaction.

What You'll Do

Customer Success & Account Management

• Manage a portfolio of private practice customers from implementation through renewal and expansion.
• Serve as the primary customer contact and trusted strategic advisor throughout the customer lifecycle.
• Guide customers through implementation, workflow adoption, ongoing optimization, and long-term program growth.
• Identify opportunities for account expansion and partner with the Sales team to support customer growth.

Performance Optimization

• Monitor clinical, operational, and billing performance data to identify trends, risks, and growth opportunities.
• Provide clear, data-driven recommendations that improve customer performance.
• Conduct regular business reviews using operational and financial metrics to demonstrate ROI and encourage continued engagement.
• Develop and implement action plans that improve adoption, reimbursement performance, enrollment, utilization, and customer outcomes.
• Help customers optimize Medicare reimbursement for Remote Patient Monitoring and Care Management programs.
• Educate customers on billing workflows, claims outcomes, and strategies for improving financial performance.

Customer Support & Collaboration

• Lead difficult customer conversations with professionalism, empathy, and a solutions-focused approach.
• Resolve issues related to billing, workflow gaps, program performance, customer escalations, and adoption challenges.
• Apply structured problem-solving techniques to identify root causes and deliver measurable improvements.
• Collaborate with Clinical Operations, Product, Support, and Sales teams to deliver an outstanding customer experience.

Qualifications

• 3–5+ years of Customer Success Management, Account Management, or healthcare operations experience.
• SaaS or health technology experience is strongly preferred.
• Experience with revenue cycle management, including CPT codes, claim adjudication, payer reimbursement, and medical billing processes.
• Proven ability to manage difficult customer conversations while maintaining strong relationships.
• Excellent analytical and structured problem-solving skills.
• Experience working with private medical practices and healthcare operations.
• Working knowledge of electronic health record (EHR) systems, including platforms such as eClinicalWorks, NextGen, Athenahealth, or similar solutions.
• Knowledge of Medicare reimbursement models or the ability to learn them quickly.
• Experience using customer performance metrics and data-driven action plans to improve retention, utilization, enrollment, and financial outcomes.
• Strong communication and relationship-building skills with physicians, practice administrators, and clinical staff.
• Proficiency using AI tools to improve efficiency and customer outcomes.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• Career advancement opportunities
• Remote work within the United States