Senior Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

This organization builds clinical AI that is transforming how hospitals translate care into payment. The platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a part of this mission to optimize the way the healthcare system works for everyone.

Key Responsibilities

• Manage a portfolio of existing, “live” customers on the platform
• Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

Required Qualifications

• 7-10+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• Familiarity with DRGs and how they translate into payment
• Takes radical ownership over clients’ success
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• Gracious, empathetic, and excellent in written and verbal communication
• Ability to say “yes,” but also know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner
• Thrives in ambiguous roles and can use critical thinking skills to “figure it out”
• Enjoys variety and is able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Preferred Qualifications

• Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
• Prior experience at a startup--especially as the first Customer Success Manager on a team
• Experience using Salesforce, ChurnZero, or similar
• Comfort with ad hoc data analytics

Additional Information

• This role is fully remote within the U.S.
• Salary: $140,000 - $160,000

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.