Senior Customer Success Manager (Payer)

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.