RCM Client Success Manager, B2B SaaS

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

📋 Description

• Establish strong, trust-based relationships with clients by acting as their primary strategic partner after go-live, providing support across clinical, administrative, and billing workflows.

• Manage the client relationship for both Prompt and Prompt RCM users—serving as the key liaison for all inquiries related to revenue cycle, clinical operations, and platform matters post-onboarding.

• Gain a comprehensive understanding of each client’s business objectives, clinical models, and operational processes to deliver pertinent, impactful guidance that fosters measurable results.

• Conduct regular client cadence meetings (e.g., monthly business reviews) to assess account performance, address open items, respond to questions, and explore upsell opportunities with the software Customer Success Manager (CSM).

• Oversee and address client support inquiries—prioritizing, resolving, or escalating issues submitted through our support channels.

• Assist clients with clinical and billing workflows, including documentation requirements, claim lifecycle inquiries, payment delays, and denial trends—leveraging your clinical expertise and collaborating with the RCM Operations team as necessary.

• Evaluate client performance data and KPIs to identify risks, opportunities, and areas for enhancement; share insights and action plans during client check-ins.

• Recognize and manage indicators of churn, coordinating internal responses and collaborating closely with leadership to safeguard at-risk accounts.

• Maintain expert-level knowledge of Prompt’s software and RCM offerings—including ongoing updates—to effectively educate and advise clients on optimizing their use of the platform.

• Work collaboratively with internal teams (RCM Ops, Support, Product, Engineering, and Success) to ensure smooth delivery, accurate billing execution, and overall client satisfaction.

• Advocate for client feedback, promote process enhancements, and contribute to team-wide strategies aimed at improving client experience and retention.

⛳️ Requirements

• Possession of an active clinical license as a Physical Therapist (PT), Occupational Therapist (OT), or Speech-Language Pathologist (SLP), with hands-on experience in outpatient therapy settings.

• Solid understanding of clinical, administrative, and billing workflows within rehabilitation therapy practices.

• A minimum of 3 years of experience in medical billing, insurance claims, or revenue cycle management is preferred; training on the job is available for candidates with strong clinical backgrounds.

• Proven success in customer-facing roles, with the ability to build rapport, manage relationships, and enhance client satisfaction and retention.

• Technologically adept and enthusiastic about software learning, with a strong ability to navigate EMR platforms, workflow tools, and SaaS systems in real-time.

• Highly skilled in Microsoft Excel and other platforms like Google Workspace, possessing a data-driven mindset and the capability to track performance metrics (e.g., KPIs, revenue, churn indicators).

• Excellent written and verbal communication skills, with an ability to simplify complex information and address client issues thoughtfully and efficiently.

• Demonstrated capacity to juggle multiple priorities in a fast-paced, dynamic environment, including the flexibility to work outside traditional hours when necessary.

• Strong personal accountability and a growth-oriented mindset—ready to take on additional responsibilities quickly and play a crucial role in a scaling customer success operation.

🏝️ Benefits

• Competitive salaries

• Remote/hybrid environment

• Potential equity compensation for outstanding performance

• Flexible PTO

• Company-wide sponsored lunches

• Company paid disability and life insurance benefits

• Company paid family and medical leave

• Medical, dental, and vision insurance benefits

• Discounted pet insurance

• FSA/DCA and commuter benefits

• 401k

• Complimentary subscription to digital fitness classes and wellness content

• Recovery suite at HQ – includes a cold plunge, sauna, and shower