Remote Customer Success Manager - Healthcare Focus

About the Role

We’re looking for a Remote Customer Success Manager to lead Salvo Health’s relationships with Gastroenterology practices and oversee the operational workflows that drive patient, provider, and financial outcomes. This role blends relationship management, operational leadership, workflow design, and cross-functional collaboration. As a manager, you will own a portfolio of partner practices, shape how Salvo integrates into clinic workflows, and contribute to the foundation of Salvo’s Customer Success team as we grow. You’ll serve as a trusted partner to providers and practice leaders, while also leading internal projects that improve reliability, scalability, and partner experience. The role includes 25% travel for onsite visits and conferences to train staff, collaborate on workflows, and deepen strategic alignment.

What You'll Do

• Partner Relationship Ownership: Act as the primary strategic and operational contact for assigned GI practice partners. Lead partner calls, QBRs, and performance reviews with clinic leadership. Build and maintain strong relationships with administrators, office managers, and providers. Anticipate partner needs and proactively identify opportunities for improvement.
• Travel and Onsites: This role requires 25% travel including client implementations, ongoing onsite visits, physician meetings, conferences, and other industry events.
• Operational & Workflow Leadership: Own and optimize critical workflows across referrals, onboarding, RPM requirements, logistics, eligibility, and clinical communication. Build scalable processes and SOPs to support current and future partners. Analyze bottlenecks and implement workflow improvements that increase reliability and efficiency. Coordinate onsite visits to assess operations, deliver training, and strengthen adoption.
• Escalation & Issue Management: Serve as the escalation point for provider, operational, and clinical issues. Lead structured root-cause investigations and ensure follow-through to resolution. Partner cross-functionally to address systemic issues and prevent recurrence.
• Performance Monitoring & Reporting: Monitor partner KPIs and operational health with a focus on retention and outcomes. Deliver weekly and monthly reporting to partners and internal teams. Ensure accuracy in documentation across EHRs and internal systems.
• Cross-Functional Leadership: Collaborate closely with Clinical Ops, Product, Engineering, RCM, and Engagement teams. Translate partner insights into actionable product and workflow improvements. Lead or co-lead cross-functional projects tied to partner success, workflow redesign, or new service lines.
• Team & Process Development: Help shape the Customer Success function, including playbooks, SOPs, and onboarding processes. Mentor junior team members as the team grows. Contribute to hiring, training, and evolving team structure.

Requirements

• 5+ years in healthcare management consulting, customer success/account management, operations, practice management, or a hybrid role involving providers and workflows.
• Relationship builders - you get energy from meeting with people and solving problems together.
• Likes to travel and build external relationships.
• Strong communicator with the ability to influence cross-functional stakeholders without direct authority.
• Comfortable leading onsite visits and working directly with clinical teams.
• Track record of owning partner relationships, upselling, and delivering measurable results.
• Strong operational and analytical skills — able to diagnose issues and design solutions that balance internal and external priorities.
• Experience managing escalations with professionalism and urgency.
• Experience building workflows or implementing new processes in a healthcare setting.
• Familiarity with EHRs (eCW, Athena, gGastro) is a plus.
• Thrives in a fast-paced, early-stage environment and enjoys building structure where none exists.

What We Offer

• Competitive salary of $110,000 - $125,000 per year.
• Health benefits and a remote work environment.
• Flexible time-off and a larger sense of mission.
• Professional development and entrepreneurial opportunities.
• Work alongside talented and friendly people in a culture that drives constant innovation.
• Commitment to diversity and equal opportunity employment.