Strategic Payer Success Manager

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

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.