RCM Customer Success Manager

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

📋 Description

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

• Facilitate the transition from sales to success and guarantee continuity throughout the customer journey.

• Perform post-sales/pre-onboarding alignment with Sales to discuss commitments made, client challenges, timeline expectations, and any signals indicating high maintenance.

• Introduce yourself to the customer during the onboarding process and maintain a consistent presence throughout their journey.

• Conduct a check-in after onboarding and before testing to ensure readiness.

• Lead a pre-billing call post-testing to establish communication routines, escalation paths, mutual responsibilities, and expectations regarding early-stage claim delays or adjustments.

• Implement a structured customer engagement routine with 30/60/90-day check-ins starting after onboarding and the first claim/bill.

• Hold weekly check-ins following go-live, transitioning to a regular meeting schedule as the relationship develops.

• Conduct quarterly business reviews that assess performance against KPIs, account health, and improvement strategies.

• Set clear expectations regarding responsibilities, escalation paths, and early-stage billing experiences, including normalizing initial claim adjustments and providing reassurance that the account is being closely monitored.

• Foster customer confidence by proactively overseeing accounts, identifying issues early, and coordinating prompt resolutions with internal teams.

• Address customer escalations related to billing, onboarding, or product experience, ensuring clear accountability, deadlines, and customer communication throughout the process.

• Monitor and report on customer health metrics such as retention, satisfaction (CSAT), ticket volume, time to resolution, and leading indicators of churn.

• Collaborate with Sales and Operations to identify opportunities for expansion and support contract renewals.

• Keep accurate and current records of all customer interactions, action items, and account status in internal systems.

• Convert recurring customer themes into actionable insights for Operations, Product, and Sales leadership to minimize repeat friction.

⛳️ Requirements

• Background in home care or home health.

• Over 3 years of experience in customer success, account management, or a related client-facing position.

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

• Demonstrated capability in handling escalations and collaborating with cross-functional teams.

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

• Proficient in utilizing data to evaluate account health and identify trends.

🏝️ Benefits

• Competitive salary along with a comprehensive benefits package.

• Opportunities for professional advancement and career development.

• Flexible work arrangements, including options for remote work.

• Health, dental, and vision insurance coverage.

• 401(k) plan with company matching contributions.

• Company-provided laptop and other essential computer equipment.