Customer Success Manager

We are seeking an experienced Customer Success Manager to lead our Healthcare Financial Operations patient experience initiatives, with a primary focus on developing and executing a comprehensive program that transforms the patient financial experience across Amazon Health Services. This strategic individual contributor role requires a customer-obsessed leader who can drive process excellence, partner across organizations, and deliver measurable improvements in patient satisfaction, reduced billing friction, and operational efficiency. As the global process owner for Healthcare FinOps improvement initiatives, you will define and standardize operational procedures across all HFO teams, ensuring consistency in service delivery while continuously optimizing processes to enhance both patient experience and operational performance at scale.

Key job responsibilities

• Design, implement, and scale a comprehensive patient engagement program that specifically addresses: simplifying patient financial discussions through clear, transparent billing communications and proactive financial counseling, reducing patient complaints by establishing faster resolution processes and identifying recurring pain points, improving the patient financial experience with easy-to-understand payment options, upfront cost estimates, and self-service tools
• Establish performance metrics, KPIs, and reporting frameworks to measure program effectiveness across patient satisfaction, complaint reduction, and billing clarity
• Build and maintain strong relationships with stakeholders to ensure alignment on goals, priorities, and patient-centered outcomes
• Create scalable processes and playbooks that can be adapted for future healthcare partners while maintaining focus on friction reduction
• Define, document, and continuously improve standard operating procedures for service delivery that prioritize patient understanding and satisfaction
• Establish governance frameworks and quality standards to ensure consistency and clarity across all patient financial touchpoints
• Collaborate with revenue cycle management product team to translate patient insights and complaint patterns into product requirements and process enhancements
• Identify opportunities for automation or optimization that directly reduce patient friction
• Track and communicate the business impact of process improvements, including complaint reduction, satisfaction increases, and efficiency gains