Enterprise Customer Success Manager

Job Summary:

The Enterprise Customer Success Manager will serve as the primary strategic partner for our largest clients, ensuring optimal financial, operational, and strategic outcomes. This role requires a deep understanding of revenue cycle management (RCM), credentialing, and EHR workflows, with a focus on driving business performance, customer satisfaction, and retention. The ideal candidate will collaborate closely with executive stakeholders, proactively optimize account performance, and serve as a key liaison between the client and internal teams.

Key Responsibilities:

• Strategic Customer Relationship Management
• Serve as the primary point of contact for the two largest enterprise clients, ensuring their needs are met and expectations exceeded.
• Develop and maintain strong, executive-level relationships with client leadership, including CFOs, revenue cycle directors, and practice administrators.
• Conduct quarterly business reviews (QBRs) and strategic planning sessions to assess account performance and drive continuous improvement.
• Financial & Operational Performance Oversight
• Own and optimize revenue cycle performance, ensuring improvements in collections, denial management, and payment trends.
• Collaborate with internal teams to proactively identify and resolve bottlenecks in claims processing, billing workflows, and credentialing.
• Develop and present customized financial reports and projections, ensuring clients have clear visibility into KPIs, payment trends, and process efficiency.

Process Optimization & Digital Adoption:

• Drive the adoption of digital tools, ensuring customers leverage PacEHR and RCM services to improve workflow efficiency and revenue outcomes.
• Work closely with internal teams and customers to refine reporting tools that proactively identify risks and opportunities.
• Partner with clients to develop customized solutions for improving payer reimbursement, reducing denials, and streamlining credentialing processes.
• Escalation & Issue Resolution
• Act as the primary escalation point for critical account concerns, ensuring timely resolution of operational and financial issues.
• Work cross-functionally with RCM, credentialing, and customer support teams to address challenges proactively.
• Manage client expectations and ensure adherence to service-level agreements (SLAs).
• Growth & Retention Strategy
• Identify and drive opportunities for expansion, including upselling additional services that enhance financial and operational performance.
• Develop long-term account strategies focused on customer retention, revenue growth, and value realization.

Qualifications:

• 7 years of experience in enterprise customer success, account management, or healthcare operations.
• Strong knowledge of RCM, EHR workflows, credentialing, and provider enrollment.
• Proven ability to manage large, complex customer accounts at the enterprise level.
• Expertise in financial analysis, KPI reporting, and revenue optimization.
• Exceptional communication skills, with the ability to engage executive leadership and drive strategic discussions.
• Experience with Microsoft Excel (pivot tables, macros), PowerPoint, and healthcare analytics tools.
• Prior experience working with offshore teams is a plus.

Work Environment:

In person with occasional travel for on-site client meetings.

• Collaborative environment requiring cross-functional coordination with internal teams.

Salary:

$100,000 - $120,000

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• How many years of RCM experience do you have?

Ability to Commute:

• Shelton, CT 06484 (Preferred)

Ability to Relocate:

• Shelton, CT 06484: Relocate before starting work (Preferred)

Work Location: In person

Salary : $100,000 - $120,000