Customer Success Manager – RCM

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact and a trusted advisor for a portfolio of Prior Authorization clients.

• Proactively oversee customer health, identify potential risks, and drive resolutions before issues escalate.

• Lead the onboarding of customers, provide implementation support, plan for adoption, and initiate ongoing success initiatives.

• Conduct regular business reviews to communicate value, performance metrics, achievements, and areas for improvement.

• Monitor customer satisfaction, adoption rates, and engagement, developing action plans to enhance outcomes.

• Collaborate with Operations, Product, Implementation, Engineering, Clinical teams, and Support to advocate for customer needs and resolve challenges.

• Identify opportunities for service expansion, additional solutions, and strategic growth within existing accounts.

• Maintain accountability for customer outcomes, retention, and the long-term success of partnerships.

• Assist with other duties as required.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Management, Communications, Information Systems, or a related field.

• Over 3 years of experience in customer success or account management.

• Outstanding relationship-building and customer engagement skills.

• Strong customer advocacy mindset.

• Professionalism and executive presence.

• Excellent written and verbal communication abilities.

• Skills in presentation and facilitation.

• Active listening and consultative communication skills.

• Preferred experience in Prior Authorization operations or workflows.

• Preferred experience with healthcare technology or SaaS solutions.

• Knowledge of payer prior authorization processes and healthcare reimbursement workflows is preferred.

• Experience in conducting Executive Business Reviews (EBRs/QBRs) is preferred.

• Familiarity with Electronic Health Records, such as Epic, Cerner, or athenahealth, is preferred.

• Experience with CRM platforms such as Salesforce or HubSpot is preferred.

• Experience using business intelligence and reporting tools is preferred.

• Experience identifying workflow improvements through data analysis is preferred.

🏝️ Benefits

• Flexible work hours when feasible.

• 401(k) Retirement Savings Plan.

• Comprehensive Medical, Dental, and Vision Coverage.

• Paid Time Off.

• Paid Holidays.

• Pet Care Coverage.

• Employee Assistance Program (EAP).

• Discounted services.