Customer Success Manager, Billing

Job description

ABOUT AUGUST HEALTH At August Health, our mission is to empower the essential work of caring for our elders. We achieve this by providing a modern operating platform and electronic health record (EHR) that enables senior living operators to deliver high-quality care with confidence. Caregivers are the heart of senior living communities, embodying care, compassion, and well-being. Yet, they face increasing challenges—higher resident acuity, complex workflows, and staffing shortages. At August Health, we build tools that simplify their tasks, eliminate inefficiencies, and provide the insights they need to focus on what truly matters—caring for residents. At August, we strive to live our values each day, in every interaction with our customers and with each other. - Be responsible – leave things better than you found them - Take ownership – be decisive and take action - Be ambitious – build something great - Keep an open mindset – communicate candidly and welcome new ideas - Be humble – celebrate each others’ successes and learn from our mistakes - Stay positive – assume best intent ABOUT THE ROLE As a Billing Customer Success Manager, you’ll be the trusted advisor helping senior living operators achieve measurable outcomes through August Health. You’ll own the customer relationship from post go live through renewal—driving adoption, engagement, and long-term success. You’ll work cross-functionally with Implementation, Product, and Support teams to ensure each customer realizes the full value of our solution. Billing at August is a modern, intuitive solution that helps communities streamline their invoicing and payment processes, reduce errors, and improve financial transparency for operators and families alike. In this role, you’ll play a key role in shaping the customer experience, building scalable processes, and helping senior living communities unlock real value from day one. WHAT YOU’LL DO - Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships. - Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs. - Develop a deep understanding of each customer’s goals, business challenges, and success metrics. - Rapidly understand how a customer’s current system is configured. - Conduct regular check-ins and strategic calls to foster engagement and trust. - Drive platform adoption and ensure customers are utilizing key features to achieve ROI - Monitor customer health metrics and proactively address risks. - Identify early signs of dissatisfaction and work cross-functionally to resolve issues. - Identify and nurture opportunities for expansion, including upsells. - Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals. - Analyze customer data to surface insights, trends, and opportunities for optimization. - Partner with customers to define measurable success metrics and report on progress. - Advocate for customer needs internally and contribute to product feedback loops - Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%) THE IDEAL CANDIDATE - Strong financial literacy, with experience in billing, accounting, business office management, revenue cycle management, or another finance-related discipline - Experience in healthcare or senior living operations is a plus, but not required—we can teach the industry; you bring the financial aptitude - Comfortable working in spreadsheets (Excel/Google Sheets) and learning new systems quickly - Strong problem-solving skills with a willingness to dig into ambiguous or unfamiliar challenges - Clear and professional communication skills, with comfort in customer-facing settings - Proactive and resourceful—willing to take ownership and figure things out - Excited to work in a fast-paced, evolving environment NICE TO HAVE: - Experience with data entry, data analysis, or system configuration - Exposure to SaaS, healthcare, or senior living environments ABOUT OUR TEAM Our team brings together deep expertise in technology, healthcare, and company-building. We’ve led teams at Apple, Google, Landmark Health, and Adobe, co-founded and exited multiple companies, shipped products used by hundreds of millions of users, and managed clinical teams caring for thousands of patients. Backed by top-tier Silicon Valley investors, we are partnering with some of the largest senior care organizations in the U.S. to transform the future of senior living. We offer market-competitive compensation based on experience and ability, including significant equity option grants. Our benefits prioritize your well-being with 100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA. We help you plan for the future with a 2% 401(k) match, and support your physical and mental health through services like Rightway Health Advocacy and Spring Health Mental Wellness. Beyond traditional benefits, we offer a flexible time off policy, 100% paid family leave, and all-expenses-paid, in-person company offsites twice a year.