Customer Success Manager

HealthSnap () empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care. We help healthcare organizations easily manage chronic conditions remotely, and deliver personalized patient experiences when it's needed most.

Be part of an organization built on teamwork, innovation, mutual respect, and equality for all. We believe in the power of prevention over treatment, after our co-founders experienced how modern healthcare failed their loved ones, they knew there had to be a better way. We believe that every patient deserves to receive the right care, at the right time, and in the right location - regardless of their condition or status.

We lead with empathy above all else, and place the patient at the center of everything we do. Working at HealthSnap means being part of a family and a team where if you win, we all win, no matter how big or small the accomplishment. We take ownership - and lead with empathy - and expect each employee to recognize that real patients rely on HealthSnap every day.

Position Description

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

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