Hiring Customer Success Manager (Healthcare Compliance)

Customer Success Manager (Healthcare Compliance)

• Location: Remote
• Type: Full Time.
• Job Location: Brazil or Colombia preferred. Open to other LATAM locations.

About the Role

We are seeking a Customer Success Manager to support a portfolio of healthcare customers using a leading SaaS platform focused on healthcare claims auditing, billing accuracy, payment integrity, and compliance.

The ideal candidate will have experience working with healthcare claims, medical billing, healthcare auditing, payment integrity, revenue cycle management (RCM), or healthcare compliance processes. This individual will serve as a trusted advisor to customers, helping them maximize the value of the platform, improve compliance outcomes, and ensure successful adoption across their organizations.

This role is focused on customer retention, engagement, satisfaction, and long-term success. While not responsible for direct sales, the Customer Success Manager will identify opportunities for expansion and collaborate closely with internal teams to support customer growth.

Key Responsibilities

• Manage a pooled portfolio of healthcare customers using the compliance platform.
• Serve as the primary point of contact for customer relationships, ensuring a high level of engagement and satisfaction.
• Drive customer adoption through proactive outreach, training, best practices, and value-based discussions.
• Help customers leverage the platform to improve healthcare claims accuracy, billing compliance, auditing processes, and operational efficiency.
• Conduct onboarding sessions and ongoing customer education programs.
  Monitor customer health metrics and proactively address risks that could impact retention.
• Partner with Sales to identify expansion opportunities while maintaining a customer-first focus.
• Work closely with Product, Support, and Operations teams to advocate for customer needs and resolve issues.
• Collaborate with Finance teams when payment disputes, escalations, or account-related concerns arise.
• Maintain consistent customer engagement through structured and repeatable success programs.
• Act as a trusted advisor and customer advocate throughout the customer lifecycle.

Required Qualifications

• 2+ years of experience in Customer Success, Account Management, Client Services, Healthcare Operations,
• Healthcare Auditing, Claims Management, Medical Billing, or related customer-facing roles.
• Experience working with healthcare claims, medical billing, payment integrity, healthcare auditing, healthcare compliance, revenue cycle management (RCM), or health insurance processes.
• Strong understanding of healthcare documentation, claims workflows, auditing procedures, or compliance requirements.
• Excellent communication and relationship-building skills.
• Strong organizational skills and ability to manage multiple customer relationships simultaneously.
• Problem-solving mindset with a proactive approach to customer success.
• Comfortable working cross-functionally with Sales, Product, Support, Operations, and Finance teams.
• Experience with SaaS platforms is preferred.
• Bachelor's degree or equivalent professional experience.

Preferred Experience

• Experience working for healthcare payers, health insurance organizations, healthcare technology companies, payment integrity providers, auditing firms, or revenue cycle management organizations.
• Familiarity with healthcare compliance regulations and industry standards.
• Experience managing customer relationships in regulated industries.
• Experience conducting customer onboarding, training, and adoption programs.

Core Competencies

• Customer-Centric Mindset
• Relationship Building
• Healthcare Industry Knowledge
• Claims & Auditing Understanding
• Problem Solving
• Attention to Detail
• Communication Skills
• Organization & Time Management
• Collaboration
• Accountability

Success Metrics

• Customer retention and renewal rates
• Customer satisfaction scores
• Product adoption and utilization
• Customer health scores
• Onboarding success and time-to-value
• Resolution of customer issues and escalations
• Customer engagement and compliance outcomes

Ideal Candidate Profile

The ideal candidate combines Customer Success expertise with healthcare industry experience. They understand how healthcare claims are processed, audited, and reviewed for compliance, and can confidently discuss billing accuracy, payment integrity, and operational workflows with customers. They are highly organized, customer-focused, and passionate about helping healthcare organizations achieve better compliance and financial outcomes.