Payer Solutions CSM Lead: Retention & Growth

Socket.dev; United States; On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Paid time off

Hybrid/On-site flexibility

Job summary

Office Ally is seeking a Senior Customer Success Manager, Payer Solutions to own and grow a portfolio of payer accounts, serving as the primary contact for ongoing engagement, renewals, and expansion. You will partner with Sales, Implementation, Product, and Support to ensure onboarding, adoption, and measurable outcomes aligned with client objectives.

Successful candidates will bring 5+ years in healthcare customer success or related fields, strong payer-domain knowledge, and executive

Qualifications

• 5+ years of customer success, account management, or client-facing experience in healthcare, health IT, claims technology, or payment solutions.
• Bachelor’s degree in business, healthcare administration, or related field, or equivalent experience.
• Demonstrated success managing payer relationships and driving retention, satisfaction, and expansion.
• Understanding of payer-side workflows, including claims intake, bill review, remittance, payments, and provider support operations.
• Executive-level communication skills, with experience leading executive-level conversations and presenting performance data and outcomes to senior stakeholders.

Responsibilities

• Own and manage a portfolio of payer accounts, serving as the primary point of contact for day-to-day engagement and ongoing relationship management re
• Build trusted relationships with operational, technical, financial, and executive stakeholders across Claims, Finance, IT, and Provider Relations teams
• Ensure high levels of client satisfaction, adoption, and retention across assigned accounts
• Lead regular stewardship meetings and business reviews to:
• Share metrics, performance benchmarks, SLAs, and operational outcomes
• Review electronic adoption, exception trends, payment mix, and workflow efficiency
• Identify risks, improvement areas, and optimization opportunities
• Use client feedback and data insights to continuously refine workflows, routing logic, and training recommendations
• Partner cross-functionally to drive issue resolution, operational improvements, and continuous value delivery
• Drive renewals and contract expansions in partnership with Sales and leadership
• Identify and introduce cross-sell and upsell opportunities across payer solutions based on client needs, roadmap alignment, and performance data
• Explore integration opportunities aligned to payer initiatives such as:
• New claim system implementations or migrations
• Treasury, payment, and reconciliation initiatives
• Provider network strategies and electronic adoption programs
• Partner with Sales to support expansion opportunities within existing payer accounts and ensure seamless handoff post-sale
• Collaborate with Implementation and Product teams to support onboarding, configuration, and roadmap alignment
• Work closely with Support and Operations to proactively manage escalations and service-level commitments
• Act as the internal voice of the customer, providing feedback to inform product, process, and go-to-market improvements
• Maintain accurate and timely account, activity, and opportunity data in Salesforce
• Track renewal timelines, expansion pipeline, risks, and account health indicators
• Provide regular updates and forecasts related to retention and growth performance

Skills

Customer Success

Account Management

Payer Relationships

Data Analysis

Executive Communication

Cross-functional Collaboration

Education

Bachelor’s degree in business or healthcare administration

Tools

Salesforce

Job description

Office Ally is seeking a Senior Customer Success Manager, Payer Solutions to own and grow a portfolio of payer accounts, serving as the primary contact for ongoing engagement, renewals, and expansion. You will partner with Sales, Implementation, Product, and Support to ensure onboarding, adoption, and measurable outcomes aligned with client objectives.

Successful candidates will bring 5+ years in healthcare customer success or related fields, strong payer-domain knowledge, and executive