Manager/Sr. Manager - Customer Success

Gebbs Healthcare Solutions Inc; United States; Remote; USD 150,000 - 230,000; Full time

Job summary

Gebbs Healthcare Solutions Inc. is seeking a senior Growth / Account Lead to own growth across a $15-20M portfolio, driving expansion through business development, consultative selling, cross-sell, and upsell while overseeing client operations, retention, and relationship health.

You will build pipelines, execute account growth plans, advance opportunities through close, and partner with Operations to sustain delivery and satisfaction, focusing on growth, retention, and executive relationships.

Qualifications

• Must have track record in expanding healthcare accounts.
• Experience in healthcare RCM is a strong plus.
• Ability to lead cross-functional teams and executive conversations.

Responsibilities

• Own portfolio growth strategy and expansion plans across $15-20M in accounts.
• Build relationships with executive, financial, operational, and clinical stakeholders.
• Monitor account health, KPIs, SLAs, and financial performance to protect retention and surface growth opportunities.
• Lead client executive reviews and planning sessions to demonstrate value and drive cross-sell/upsell.

Skills

Account growth

Business development

Consultative sales

Strategic account management

Customer Success

Job description

Role Overview

Expected Portfolio: $15-20M Own growth across a $15-20M portfolio of accounts. Spend approximately 70% of the role driving expansion through business development, consultative selling, cross-sell, and upsell, and 30% overseeing client operations, retention, and relationship health. Build pipelines, execute account growth plans, advance opportunities through close, and partner with Operations to sustain delivery and satisfaction.

Key Responsibilities

• Own portfolio growth strategy and expansion plans, with accountability for pipelines, bookings, revenue growth, retention, and wallet share.
• Build relationships with executive, financial, operational, and clinical stakeholders to uncover priorities, map buying influence, and secure sponsorship for new opportunities.
• Monitor account health, KPIs, SLAs, satisfaction, and financial performance to protect retention, manage commercial risk, and surface growth opportunities.
• Lead client touchpoints, executive business reviews, and planning sessions that demonstrate value, validate needs, and generate cross-sell and upsell opportunities.
• Anticipate risks, resolve issues, and prevent escalations.
• Partner with Operations to sustain service delivery while keeping day-to-day execution with the delivery team and this role focused on growth, retention, and executive relationships.
• Qualify and close cross-sell, upsell, new-scope, and solution-led opportunities. Build business cases, coordinate solution design and pricing, develop proposals, navigate procurement, and negotiate terms with Sales, Solutions, Operations, Finance, and Legal.
• Execute account growth plans that map whitespace, stakeholders, client priorities, competition, target solutions, opportunity value, decision timelines, and next steps.
• Maintain accurate CSM records, pipeline stages, next steps, close dates, and forecasts; participate in pipeline reviews and address gaps against growth targets.

Ideal Profile

• 7-12+ years in account growth, business development, consultative sales, strategic account management, or Customer Success, with a record of expanding existing healthcare accounts.
• Strong client relationship management and executive-facing skills.
• Healthcare RCM experience is strongly preferred; experience selling or expanding healthcare RCM BPO services is a significant plus.
• Proven sales capability across discovery, qualification, solution positioning, proposals, pipeline management, forecasting, negotiation, and closing.
• Executive presence and strong communication, problem-solving, ownership, and follow-through, with the ability to influence decision makers and mobilize cross-functional teams.
• Ability to manage multiple accounts and opportunities simultaneously.