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.

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