Customer Success Manager

CUSTOMER SUCCESS MANAGER Location: NYC (In-Person) Compensation: Competitive salary + meaningful equity Stage: YC-backed, early-stage   ABOUT CLAIM HEALTH Claim Health is the AI Revenue Platform for Post-Acute Care. With the US population aging and preference for care moving to the home, post-acute care (home health, skilled nursing, home care, hospice) is one of the fastest growing verticals within healthcare. Post-acute providers operate across fragmented systems, manual workflows, and reactive processes that create operational drag and financial uncertainty. Claim Health replaces this fragmentation with an intelligent, software-driven platform that unifies data, automates execution, and enables real-time decision-making across revenue-critical operations. We’re building an adaptive platform that brings clarity, predictability, and scale to environments where reliability matters. ABOUT THE ROLE We're hiring our first Customer Success Manager to partner with our agencies after they go live and take each one to the next level. Our platform powers a large share of each agency's revenue cycle: referral intake, eligibility and benefits verification, insurance mapping, prior authorization, and admit decisions. As agencies grow with us, there's always more value to unlock, whether that's new referral sources, new branches, new service lines, or more of their workflow running on Claim Health. You'll own that growth. You'll be a strategic partner to agency leadership, backed by data. You'll bring each agency a clear picture of its performance, a plan for where to go next, and the follow-through to get there. You'll work side by side with our operations, product, and engineering team, and what you learn from customers will directly shape what we build. This role is ideal for someone with 2 to 5 years in customer success, account management, or revenue cycle operations who wants real ownership over customer outcomes at an early-stage company. WHAT YOU’LL DO Own Agency Partnerships - Serve as the strategic partner to home health and hospice agency leadership, from intake directors to executives - Build trusted, long-term relationships and be each agency's advocate inside Claim Health - Own renewals, expansion, and references, all of which follow from delivering results Drive Performance & Growth - Build a growth plan for each agency with clear goals to help them increase admissions and revenue. - Run monthly and quarterly business reviews that show the impact we've delivered and agree on what's next - Find opportunities to deliver more value: new referral sources and portals, more automated workflows, and new ways of working for intake teams - Lead expansion to new branches, service lines, and products Shape the Product - Bring customer insight directly into product priorities, backed by data - Partner with engineering to turn what agencies need next into shipped features - Keep customers informed about what's coming on the roadmap Build the Customer Success Function - Define how Claim Health does customer success, including account health, business reviews, and playbooks - Use AI and internal tooling to deliver a high-touch experience at scale WHAT WE’RE LOOKING FOR - 2–5 years of experience in either: - Customer success, account management, or implementation at a healthcare SaaS, RCM, or early-stage startup, or - Revenue cycle or intake operations at a home health, hospice, or post-acute provider - A track record of growing accounts, with the numbers to prove it - Analytical mindset, with comfort pulling, interpreting, and presenting data to executives - Ability to build rapport with a wide range of stakeholders, from intake coordinators to agency executives - Clear, concise written and verbal communication skills - Ability to thrive in fast-paced, ambiguous environments - High ownership mentality and bias toward action - Willingness to travel for onsite agency visits NICE TO HAVE - Familiarity with the home health and hospice revenue cycle, including payer mix, eligibility, and authorizations - Experience with EMRs like HCHB, KanTime, WellSky, or Axxess - Comfort working with data and tools such as SQL, Excel/Google Sheets, or dashboards - Experience working closely with product and engineering teams - A habit of automating your own work, whether with scripts or spreadsheets, so you never do something twice WHY JOIN CLAIM HEALTH - Real impact: Your work affects mission-critical operations and financial outcomes. - Ownership: Meaningful equity and influence over the platform's direction. - Hard problems: Complex systems, real constraints. - Speed: Small team, fast feedback loops, high leverage work. We have a bias towards moving as fast as possible. - Culture: Low ego, high standards, deep respect for craft.