Customer Success Manager

We’re looking for a Customer Success Manager to lead Salvo Health’s relationships with Gastroenterology practices and oversee the operational workflows that drive patient, provider, and financial outcomes. This role blends relationship management, operational leadership, workflow design, and cross‑functional collaboration. This role expects 25 % travel to onsite visits and conferences to train staff, collaborate on workflows, and deepen strategic alignment. What You’ll Do Partner Relationship Ownership Act as the primary strategic and operational contact for assigned GI practice partners. Lead partner calls, quarterly business reviews, and performance reviews with clinic leadership. Build and maintain strong relationships with administrators, office managers, and providers. Anticipate partner needs and proactively identify opportunities for improvement. Travel and Onsite Visits This role requires 25 % travel including client implementations, ongoing onsite visits, physician meetings, conferences, and other industry events. Operational & Workflow Leadership Own and optimize critical workflows across referrals, onboarding, remote patient monitoring requirements, logistics, eligibility, and clinical communication. Build scalable processes and SOPs to support current and future partners. Analyze bottlenecks and implement workflow improvements that increase reliability and efficiency. Coordinate onsite visits to assess operations, deliver training, and strengthen adoption. Escalation & Issue Management Serve as the escalation point for provider, operational, and clinical issues. Lead structured root‑cause investigations and ensure follow‑through to resolution. Partner cross‑functionally to address systemic issues and prevent recurrence. Performance Monitoring & Reporting Monitor partner KPIs and operational health with a focus on retention and outcomes. Cross‑Functional Leadership Collaborate closely with Clinical Ops, Product, Engineering, RCM, and Engagement teams. Translate partner insights into actionable product and workflow improvements. Lead or co‑lead cross‑functional projects tied to partner success, workflow redesign, or new service lines. Team & Process Development Help shape the Customer Success function, including playbooks, SOPs, and onboarding processes. Mentor junior team members as the team grows. Contribute to hiring, training, and evolving team structure. What You Bring 5+ years in healthcare management consulting, customer success/account management, operations, practice management, or a hybrid role involving providers and workflows. Relationship builders – you get energy from meeting with people and solving problems together. Likes to travel and build external relationships. Strong communicator with the ability to influence cross‑functional stakeholders without direct authority. Comfortable leading onsite visits and working directly with clinical teams. Track record of owning partner relationships, upselling, and delivering measurable results. Strong operational and analytical skills – able to diagnose issues and design solutions that balance internal and external priorities. Experience managing escalations with professionalism and urgency. Experience building workflows or implementing new processes in a healthcare setting. Familiarity with EHRs (eCW, Athena, gGastro) is a plus. Thr in a fast‑paced, early‑stage environment and enjoys building structure where none exists. Salvo is a new approach to help millions of Americans facing chronic health conditions, centered on chronic gut health and metabolic conditions from IBS to obesity. Our patients are assigned a “whole patient” care team and have seven‑day a‑week access to app‑based care, using Remote Patient Monitoring (“RPM”) to bill under the patient’s insurance. This is a major step forward to go beyond episodic appointments to continuous care at home, and deliver interdisciplinary wraparound care in partnership with the patient’s existing local doctor. Salvo is backed by leading health care investors from innovators like Livongo, Ro, Ginger, Forward, Brightline, Tia, and others. Salvo care draws on expertise from board‑certified specialty physicians, registered dietitians, nurses, psychologists, and therapists who have developed our evidence‑based protocols, for a personalized, multi‑month journey to better health. Salvo is the first to bring a scalable and tech‑enabled, more integrative approach to these chronic conditions, going beyond treating only the symptoms in order to identify and address the root causes of chronic illness. Salvo offers a competitive salary and health benefits, a remote work environment, flexible time‑off, a larger sense of mission, and professional development and entrepreneurial opportunities. Working alongside a bunch of super‑talented and friendly people, in a culture that likes to drive constant innovation, and marked by relentless curiosity and a sense of empathy. Salvo is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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