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Role Description

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

Qualifications

• 5–8+ years of experience in healthcare revenue cycle management, healthcare technology, or a related domain
• Experience working and/or managing denials and A/R in complex specialties such as ABA, IOP, Wound Care, etc.
• Direct experience working with medical practices, provider groups, or health systems in a vendor, customer success or consulting role.
• Strong working knowledge of key RCM metrics (AR aging, denial rates, collection rate, payer mix, cash acceleration, etc.)
• Experience owning or materially influencing retention, renewal, or expansion outcomes
• Experience leading executive-level conversations (COO, CFO, practice owner)
• Experience running structured business reviews (QBRs or equivalent)

Requirements

• Comfortable translating complex performance data into a clear business narrative
• Highly organized and able to manage 5–6 accounts end-to-end without dropping details
• Calm under pressure and capable of owning escalations through resolution
• Systems-oriented — you recognize patterns across accounts, not just isolated issues
• Commercially minded — you understand that retention and expansion are outcomes, not accidents
• Strong written and verbal communicator with executive presence

Benefits

• Meaningful Impact: You’ll be tackling one of the most complex challenges in healthcare—helping practices thrive in a chaotic financial landscape.
• Autonomy & Ownership: As an early team member, you’ll have significant autonomy and the chance to shape our company from the ground up.
• Growth & Learning: You’ll take on new challenges, expand your skill set, and have direct access to experienced founders and advisors.
• Competitive Compensation & Equity: We offer competitive compensation packages, strong equity, and the opportunity to share in the success of Joyful Health.
• Be Your Best Self: We provide comprehensive healthcare benefits, unlimited PTO (with a minimum of 10 days off a year), and flexibility.