Revenue Cycle Success Manager

About the role

Customer success at Joyful Health isn't a support function. It's the strategic layer that ensures practices don't just receive billing services - they experience improved outcomes. This is a remote role with a preference for candidates in the NYC area, who would be open to a hybrid working model. The Revenue Cycle Success Manager is one of the primary differentiators in the Joyful customer experience. Our customers choose Joyful not only for our technology and billing infrastructure, but for the expertise and partnership they receive through their RSM. This role combines deep revenue cycle knowledge with strategic customer leadership, helping practices navigate the complexity of healthcare reimbursement while translating Joyful's capabilities into measurable financial improvement. The RCM Success Manager is the primary relationship owner for Joyful Health customers. You will own the executive relationship, the strategic narrative, QBRs, and escalation management end-to-end. This role sits at the intersection of revenue cycle expertise, customer strategy, and product signal. RCM Success Managers at Joyful Health need to hear what their customers are really asking for, translate those needs to relevant cross-functional team members, and help prioritize changes where necessary. This requires commercial instinct, analytical rigor, and product-level thinking across the team. You'll partner closely with our RCM Center of Excellence (CoE), pulling deep analyses and benchmarking insights, then translating that data into clear, actionable recommendations for practice leadership. This is a role for someone who wants to operate like a mini product manager - someone who is product-oriented and customer-obsessed. The RSM role is accountable for Joyful customer outcomes, not just activity. What you'll do... Own the Customer Relationship Serve as the primary point of contact for your portfolio of practices Build trusted relationships with operational leaders and executives Ensure every practice feels like they have a dedicated strategic partner Drive the Strategic Narrative Translate performance data into a clear story Connect RCM metrics to business impact Define what the practice should prioritize next Move conversations from "what happened" to "what we do about it" Lead QBRs & Executive Engagement Run structured quarterly business reviews Surface renewal risk and growth opportunities early Create alignment on goals and measurable outcomes Own Escalations End-to-End Coordinate across Operations, the CoE, Product, and Leadership Ensure issues are resolved with clarity and follow-through Maintain control of communication during high-pressure situations Translate Customer Signal Into Internal Insight Identify patterns across accounts Bring structured feedback to the Product teams Help prioritize improvements that strengthen our RCM model How You'll Be Measured Net Revenue Retention (NRR) across your portfolio Practice performance outcomes Renewal stability and risk mitigation Expansion identification Quality of executive engagement What Success Looks Like In 30 Days Deep understanding of your accounts - performance trends, risks, and history Strong working relationships established internally and externally In 90 Days Leading QBRs independently Proactively surfacing renewal risks and expansion signals Escalations handled with structure and confidence In 12 Months Your portfolio demonstrates strong retention and clear expansion opportunities Practices consistently describe you as a strategic partner Your insights materially improve how Joyful operates We'd L

Benefits

Additional Information

About Joyful Health Building the financial operating system for healthcare, and bringing the joy back to healthcare by fixing the financial chaos behind it. The healthcare payment system is a complex and inefficient maze - healthcare practices leave $125 billion in revenue uncollected each year, lost in the chaos of fragmented financial data, manual workflows, and opaque payer systems. This financial uncertainty leaves practices struggling to stay afloat, while valuable revenue slips through the cracks. Joyful Health is building the AI-powered financial operating system for healthcare practices. Our mission is to bring the joy back to running a private practice by simplifying financial operations so providers can focus on patient care. We spent 10 months working as fractional CFOs for a dozen practices, doing this work side by side with providers as we developed our product. We just announced our $22M Series A led by CRV and world-class investors including the founders of MongoDB & KAYAK. 🚀 We have an enormous opportunity in front of us. The broken healthcare payment ecosystem impacts practices of all sizes, and the opportunity to make a real difference is massive. If you're passionate about empowering medical practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you.

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