Client Success Senior Manager

Alteva RCM•Hackensack, NJ

3h•$120,000 - $165,000

About The Position

At Alteva RCM, we're dedicated to helping healthcare providers thrive through expert revenue cycle management, strategic insight, and innovative solutions. We're always looking for passionate, driven professionals who want to make a meaningful impact, grow their careers, and be part of a collaborative team committed to excellence. The Client Success Senior Manager provides leadership, oversight, and accountability across a portfolio of physician and practice clients managed through a team of Client Success Managers. This role is responsible for ensuring a high-quality client experience, strong retention, and consistent operational performance across the client success function. Acting as a senior bridge between clients, Client Success Managers, and internal operational teams, the Client Success Senior Manager ensures client priorities are appropriately escalated, aligned, and translated into coordinated action. The Client Success Senior Manager is responsible for managing and developing Client Success Managers, strengthening team execution, supporting high-priority client relationships, and driving consistency in communication, service delivery, and account management practices. This role requires strong healthcare and revenue cycle knowledge, people leadership capability, executive presence, sound judgment, and the ability to manage both team performance and complex client dynamics in a fast-paced environment.

Requirements

8+ years of experience in healthcare account management, client success, physician relations, revenue cycle, medical billing, or a related client-facing healthcare operations role
3+ years of experience leading people, managing client-facing teams, or overseeing cross-functional account performance in a healthcare services environment
Strong understanding of healthcare operations, preferably with exposure to revenue cycle, billing workflows, denials, collections, and reimbursement drivers
Demonstrated ability to lead teams, manage escalations, coach performance, and drive accountability across internal and external stakeholders
Strong executive communication and interpersonal skills, with the ability to build trust, navigate difficult conversations, and represent the organization professionally
Highly organized, detail-oriented, and able to manage competing priorities across both team leadership and client portfolio oversight
Comfortable using reporting and operational data to assess account health, guide team performance, and support leadership decision-making
Resilient, composed, and solutions-oriented, with the ability to perform effectively in high-pressure situations

Nice To Haves

Experience in a medical billing company, RCM environment, or physician practice support setting
Experience supporting physician clients, medical groups, or provider organizations in a relationship management or operational leadership role
Working knowledge of payer behavior, denial trends, credentialing dependencies, and front-to-back revenue cycle operations
Experience leading executive client meetings, business reviews, or high-risk account recovery efforts
Familiarity with healthcare reporting tools, EMRs, billing platforms, PowerBI, and Microsoft Office

Responsibilities

Lead, coach, and develop a team of Client Success Managers
Set clear expectations for client management, communication, escalation handling, and follow-through
Provide regular feedback and performance management to ensure accountability and growth
Support onboarding, training, and development of new Client Success Managers
Monitor team capacity, account assignments, and coverage needs across the client portfolio
Maintain oversight of the broader client portfolio, ensuring strong retention, relationship health, and service consistency across accounts
Monitor account health, client sentiment, service risks, and retention concerns across the team’s book of business
Partner with Client Success Managers on at-risk accounts, complex client situations, and high-priority relationships
Support strategic client conversations, business reviews, and executive-level meetings as needed
Oversee team execution against client service goals, internal follow-through, and resolution of client-impacting issues
Ensure Client Success Managers are translating client concerns into actionable internal priorities and coordinating timely resolution
Escalate material client risks, dissatisfaction trends, or performance breakdowns to leadership with clear context and recommendations
Serve as a senior escalation point for client relationship issues and sensitive service concerns beyond the scope of the CSM
Strengthen alignment between Client Success and internal teams to improve communication, responsiveness, and execution
Advocate for client needs while reinforcing realistic expectations and operational consistency
Identify recurring themes across accounts and partner cross-functionally to improve workflows and client experience
Maintain visibility into team performance, account health, unresolved issues, escalation trends, and retention risk across the client portfolio
Provide leadership with clear reporting on client success performance, account risk, major escalations, and team effectiveness
Track trends across client accounts to identify root causes, operational gaps, and service improvement opportunities
Help standardize client success processes, communication cadences, and account management expectations across the team