Senior Customer Success Manager (Payer)

Office Ally; Nashville (TN); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Job summary

Office Ally in Nashville, TN is seeking a Senior Customer Success Manager, Payer Solutions to lead the post-sale relationship with payer customers, including insurers, TPAs, and self-insured entities. You will own engagements, drive renewals, and identify growth opportunities across payer solutions.

Collaborate with Sales, Product, Implementation, Support, and Operations to ensure onboarding, adoption, and measurable outcomes.

Qualifications

• 5+ years in customer success, account management, or client-facing roles in healthcare, health IT, or payment solutions.
• Bachelor's degree in business, healthcare administration, or related field.
• Proven success managing payer relationships and driving retention, satisfaction, and expansion.
• Understanding of payer workflows, including claims intake, 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.
• Ability to analyze data and metrics to identify trends, risks, and optimization opportunities.
• Proven ability to work cross-functionally with Sales, Product, Implementation, Operations, and Support teams.
• Experience using Salesforce or a similar CRM for account management and forecasting.
• Customer-centric, consultative mindset.

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

Executive communication

Data analysis

Cross-functional teamwork

Healthcare IT knowledge

Forecasting & CRM

Education

Bachelor's degree in business or healthcare administration

Tools

Salesforce

Job description

About Us

At Office Ally, we've been revolutionizing healthcare administration since our inception. What started as a clearinghouse focused on simplifying insurance claims processing for healthcare providers has grown into a full-suite healthcare technology company. We offer a range of affordable, cloud-based revenue cycle management solutions –from eligibility verification and claims management to revenue recovery and payment processing –that help healthcare organizations of all sizes streamline operations and reduce administrative burdens so they can focus on what matters most: patient care.

About Us

At Office Ally, we've been revolutionizing healthcare administration since our inception. What started as a clearinghouse focused on simplifying insurance claims processing for healthcare providers has grown into a full-suite healthcare technology company. We offer a range of affordable, cloud-based revenue cycle management solutions –from eligibility verification and claims management to revenue recovery and payment processing –that help healthcare organizations of all sizes streamline operations and reduce administrative burdens so they can focus on what matters most: patient care.

In April 2026, Office Ally acquired Jopari Solutions, Inc, a leader in straight-through electronic claims processing for Property & Casualty (P&C), Commercial, and Government healthcare. Jopari brings deep industry expertise and innovative enterprise payment solutions that are transforming how disbursements are handled across the insurance ecosystem. Together, we are expanding our capabilities across the full healthcare transaction lifecycle, connecting claims, payments, and data exchange to deliver a more seamless and efficient experience for providers, payers, and partners.

At the core of our company are four key values that guide our mission and work

• Ownership: We take pride in our responsibilities, driving results and taking accountability for the success of our projects.
• Empowerment: We believe in giving our team the autonomy and support to make decisions that lead to innovative solutions.
• Innovation: We continuously seek new and better ways to improve healthcare administration, embracing creativity and forward-thinking technology.
• Transparent Communication: Open, honest communication is at the heart of our collaborations, internally and with our clients, ensuring alignment and trust.

About the Role

The Senior Customer Success Manager, Payer Solutions is a senior, client-facing role responsible for the retention, expansion, and long-term success of Jopari's payer customers, including insurance carriers, TPAs, risk pools, and self-insured entities.

This role owns the post-sale payer relationship, serving as the primary point of contact for day-to-day engagement, strategic account planning, renewals, and growth opportunities across Jopari's payer-facing solutions. The CSM partners closely with Sales, Product, Implementation, Support, and Operations to ensure successful onboarding, sustained adoption, measurable outcomes, and continuous optimization aligned with each client's business objectives.

Success in this role requires strong payer-domain knowledge, executive-level communication skills, and the ability to translate data, performance metrics, and client feedback into actionable insights that drive value, satisfaction, and revenue growth.

What You'll Do

Account Ownership & Client Engagement

• 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

Stewardship, Performance & Optimization

• 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

Renewals, Expansion & Growth

• 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

Cross-Functional Collaboration

• 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

Reporting & CRM Discipline

• 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

What You'll Need

• 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
• Ability to analyze data and metrics to identify trends, risks, and optimization opportunities
• Proven ability to work cross-functionally with Sales, Product, Implementation, Operations, and Support teams
• Experience using Salesforce or a similar CRM for account management and forecasting
• Customer-centric, consultative mindset
• Data-driven and analytical with a focus on outcomes
• Organized and disciplined in account and pipeline management
• Proactive, accountable, and results-oriented
• Comfortable operating in a matrixed, fast-paced environment

Travel Requirements

• This role requires up to 25% travel, which may include client meetings, team gatherings, or company events.
• Travel will typically be scheduled in advance and supported by the company.

Pay Transparency

Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity.

Office Ally Pay Transparency

$100,000—$120,000 USD

Why You'll Love Working at Office Ally

At Office Ally, your work has a direct impact on healthcare providers and their ability to deliver exceptional care. We're driven by a mission to simplify healthcare administration, making it easier for providers to focus on what they do best—helping patients. As an Office Ally employee, you'll be at the heart of our efforts to deliver exceptional service and software solutions to our clients in the healthcare space.

EEO Note

Office Ally is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.