RCM Customer Success Manager

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

📋 Description

• Take ownership of the post-sale relationship for a designated portfolio of RCM customers, ensuring their satisfaction, retention, and growth.

• Facilitate the transition from sales to success, maintaining continuity throughout the customer experience.

• Conduct alignment meetings before onboarding and after sales.

• Introduce yourself during the onboarding process and ensure a consistent presence for the customer.

• Hold readiness check-ins prior to testing after onboarding.

• Lead go-live calls before billing, discussing cadence, escalation paths, responsibilities, and expectations.

• Implement structured engagement schedules, which include check-ins at 30, 60, and 90 days, weekly follow-ups post-go-live, and quarterly business reviews.

• Set clear expectations regarding responsibilities, escalation paths, and initial billing experiences.

• Proactively monitor accounts, identify issues early, and coordinate timely resolutions across internal teams.

• Manage escalations related to billing, onboarding, and product experiences with clear ownership, deadlines, and communication.

• Track and report on customer health metrics, including retention rates, CSAT scores, ticket volumes, resolution times, and indicators of churn.

• Collaborate with Sales and Operations to uncover expansion opportunities and assist with renewals.

• Maintain precise records of customer interactions, action items, and account statuses in internal systems.

• Translate recurring customer feedback into actionable insights for Operations, Product, and Sales leadership.

• Report directly to the SVP of RCM Operations.

⛳️ Requirements

• Background in home care or home health services.

• A minimum of 3 years of experience in customer success, account management, or a similar client-facing position.

• Proven track record of managing a customer portfolio with responsibilities for retention and/or growth.

• Demonstrated ability to manage escalations and coordinate efforts across cross-functional teams.

• Excellent communication, documentation, and follow-through skills.

• Comfortable utilizing data to evaluate account health and identify trends.

• Familiarity with RCM workflows and payer-related operations (experience with VA/Medicaid is a plus).

• Experience implementing CSAT/NPS programs or customer health scoring frameworks.

• Experience in support/product workflows (e.g., using Jira ticketing).

• Background in SaaS or services-oriented customer success environments.

• Manual dexterity needed to operate a desktop computer and related peripherals.

• Proficiency in using Asana, Zendesk, Confluence, ChurnZero, HubSpot, and email.

• Ability to conduct video conferencing with camera on for customer calls.

🏝️ Benefits

• Competitive salary and an extensive benefits package.

• Opportunities for professional growth and career advancement.

• Flexible work options, including remote work arrangements.

• Health, dental, and vision insurance coverage.

• 401(k) plan with company matching contributions.

• Company-provided laptop and necessary computer equipment.