Job Description

Job Description

Job Description

Customer Success Manager

Location: This is a remote position open to candidates based in Atlanta, GA; Austin, TX; Burlington, VT; or Tallahassee, FL .

Reports to: Director, Customer Success

Salary range: $95,000-$115,000 base + variable compensation

Who We Are

At Aptarro, we believe the best work happens when people feel valued, supported, and empowered to thrive! Our culture is grounded in our A.R.R.O.W core values, which guide everything we do and keep us moving forward – together.

✔Agile Mindset – We adapt and pivot with purpose.

✔ Relentless Resourcefulness – We find solutions, no matter the challenge.

✔ Raise Your Hand – We step up, own it, and contribute.

✔ Only What Matters – We simplify and focus on what drives impact.

✔ We Do Hard Things Together – We solve tough problems as a team.

We help healthcare providers get paid accurately and on time—without getting stuck in the complexity of billing, coding, and compliance. Our Revenue Cycle Management (RCM) solutions reduce denials, ensure compliance, and integrate seamlessly with EHRs, practice management, and hospital information systems—so providers can focus on what matters most: patient care.

We help our customers make right easy—every day.

What You’ll Do

We’re looking for a strategic and relationship-driven Customer Success Manager (CSM) to partner with our top healthcare clients. In this high-impact role, you’ll lead efforts to retain and grow key accounts, ensuring our customers achieve measurable outcomes and long-term value through our platform. 

As a trusted advisor to clinical, operational, and technology leaders, you’ll guide clients toward success—positioning our solutions at the heart of their transformation. In this role, you will:

Own Strategic Account Planning

• Develop and execute account strategies that align with client business goals.
• Map executive sponsors and key stakeholders, define account roadmaps, and forecast renewal, upsell, and expansion opportunities.

Oversee Renewals, Price Increases & Contracts

• Manage the full renewal lifecycle, including contract creation, reviews, and negotiations.
• Ensure timely execution of renewals while balancing pricing adjustments and value realization.

Lead Executive Engagements

• Drive strategic conversations through QBRs, EBRs, and success planning sessions with senior decision-makers.
• Influence customer outcomes by aligning Aptarro’s solutions to evolving business priorities.

Drive Account Growth & Expansion

• Identify and execute upsell, cross-sell, and expansion opportunities that increase account value and footprint.
• Partner with sales and product teams to deliver tailored solutions that drive measurable outcomes.

Build Trusted, Multi-Level Relationships

• Cultivate deep relationships across technical, operational, and executive levels.
• Act as a trusted advisor and advocate to ensure long-term partnership success.

Champion the Voice of the Customer

• Represent customer needs internally, providing feedback to influence product roadmap and service delivery.
• Collaborate cross-functionally to resolve escalations and ensure a seamless customer experience.

Monitor & Improve Account Health

• Track customer usage trends, satisfaction metrics, and ROI to proactively mitigate risk and strengthen retention.
• Leverage data-driven insights to recommend best practices and optimize customer adoption.

What You Bring

• 5+ years in Customer Success or Strategic Account Management, in Healthcare SaaS 
• Proven track record managing complex enterprise accounts ($500K–$5M ARR). 
• Strong executive presence, communication skills, and business acumen. 
• Healthcare experience is essential, particularly in areas such as revenue cycle, operations.
• Analytical mindset, proactive approach, and a passion for building relationships.

Success Metrics

• Retention: Gross and Net Revenue Retention (GRR, NRR) 
• Expansion: Pipeline growth and execution 
• Strategic Engagement: Account plan adoption and QBR delivery 
• Customer Satisfaction: Net Promoter Score (NPS)

Why Join Us: 

At Aptarro, you’ll be part of a fast-growing company transforming how healthcare providers and revenue cycle organizations achieve better outcomes. Our platform combines automation, analytics, and AI-driven insights to help customers improve revenue cycle performance, HCC coding accuracy, and compliance — directly impacting the quality-of-care patients receive.

Here’s what you can expect when you join our team:

• Competitive Compensation & Benefits – We offer a competitive salary and comprehensive benefits package to support your well-being.
• Career Growth – With the backing of private equity investment and rapid company expansion, you’ll have exciting opportunities to grow your career and shape the future of Customer Success.
• Leadership Exposure – Gain visibility into high-level strategic decisions and collaborate directly with company leadership.
• Meaningful Impact – Contribute to solutions that directly improve healthcare organizations’ efficiency, compliance, and patient care outcomes.
• Collaborative Culture – Join a mission-driven team that values curiosity, accountability, and continuous improvement — where your voice and ideas matter.

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