Note: The job is a remote job and is open to candidates in USA. HealthSnap is a company that empowers patients and their physicians to improve health outcomes through an innovative platform for patient care. They are seeking a Customer Success Manager to serve as the primary point of contact for private practice customers, guiding them from implementation to long-term success while ensuring optimal program performance and customer satisfaction.
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
Skills
- 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
Benefits
- Medical
- Dental
- Vision
- Life Insurance
- Paid Time off
- Career Advancement Opportunities
- Ability to Work Remotely
Company Overview