Customer Success Manager
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Job Description
Customer Success Manager overseeing operational workflows and relationships with Gastroenterology practices. Leading initiatives to drive patient, provider, and financial outcomes in a remote role.
Responsibilities:
- Act as the primary strategic and operational contact for assigned GI practice partners.
- Lead partner calls, QBRs, and performance reviews with clinic leadership.
- Build and maintain strong relationships with administrators, office managers, and providers.
- Anticipate partner needs and proactively identify opportunities for improvement.
- This role requires 25% travel including client implementations, ongoing onsite visits, physician meetings, conferences, and other industry events.
- Own and optimize critical workflows across referrals, onboarding, RPM requirements, logistics, eligibility, and clinical communication.
- Build scalable processes and SOPs to support current and future partners.
- Analyze bottlenecks and implement workflow improvements that increase reliability and efficiency.
- Coordinate onsite visits to assess operations, deliver training, and strengthen adoption.
- Serve as the escalation point for provider, operational, and clinical issues.
- Lead structured root-cause investigations and ensure follow-through to resolution.
- Monitor partner KPIs and operational health with a focus on retention and outcomes.
- Collaborate closely with Clinical Ops, Product, Engineering, RCM, and Engagement teams.
Requirements:
- 5+ years in healthcare management consulting, customer success/account management, operations, practice management, or a hybrid role involving providers and workflows.
- Relationship builders - you get energy from meeting with people and solving problems together.
- Likes to travel and build external relationships.
- Strong communicator with the ability to influence cross-functional stakeholders without direct authority.
- Comfortable leading onsite visits and working directly with clinical teams.
- Track record of owning partner relationships, upselling, and delivering measurable results.
- Strong operational and analytical skills — able to diagnose issues and design solutions that balance internal and external priorities.
- Experience managing escalations with professionalism and urgency.
- Experience building workflows or implementing new processes in a healthcare setting.
- Familiarity with EHRs (eCW, Athena, gGastro) is a plus.
- Thrives in a fast-paced, early-stage environment and enjoys building structure where none exists.
Benefits:
- competitive salary
- health benefits
- remote work environment
- flexible time-off
- professional development opportunities
- entrepreneurial opportunities
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