Customer Success Manager, Billing

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.

- 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%)

- 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

- Experience with data entry, data analysis, or system configuration

- Exposure to SaaS, healthcare, or senior living environments