Head of Client Success Management (RCM)

Calpion/Plutus Health•Dallas, TX

2d•Remote

About The Position

The Head of Client Success Management (RCM) will lead the overall client engagement strategy, client retention initiatives, operational alignment, and growth across enterprise healthcare accounts. This executive leadership role is responsible for building and scaling a high-performing Client Success organization focused on delivering exceptional customer experience, operational excellence, revenue growth, and long-term strategic partnerships. The ideal candidate will possess deep expertise in Revenue Cycle Management (RCM), including physician and facility billing operations, client implementations, operational transitions, process optimization, denials management, collections, and strategic account growth. This individual will act as a trusted advisor to executive client stakeholders while partnering closely with internal operations, delivery, finance, sales, product, and offshore leadership teams. The Head of CSM will drive client satisfaction, retention, expansion opportunities, and overall business performance while ensuring seamless collaboration between clients and internal cross-functional teams.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or related discipline required.
12+ years of experience in Revenue Cycle Management (RCM) operations and client-facing leadership roles.
Minimum 5+ years of leadership experience managing Client Success, Account Management, or Enterprise Healthcare Accounts.
Strong knowledge of physician and/or hospital revenue cycle operations.
Proven experience managing enterprise healthcare client relationships.
Demonstrated success leading onshore and offshore operational teams.
Strong understanding of healthcare KPIs, financial performance metrics, and operational reporting.
Experience leading Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).
Excellent communication, negotiation, stakeholder management, and executive presentation skills.
Ability to manage multiple enterprise accounts and complex operational engagements.
Experience working with EMR/EHR and practice management systems such as Epic, Cerner, Meditech, Athenahealth, eClinicalWorks, or similar platforms.
Willingness to travel as required by business needs.

Nice To Haves

Experience in outsourced healthcare RCM/BPO environments preferred.
Participation in HFMA, AAHAM, or related healthcare professional organizations preferred.
MBA or advanced healthcare/business degree preferred.
Strong analytical and operational transformation experience.
Experience supporting multi-specialty healthcare organizations.

Responsibilities

Lead and oversee the Client Success Management organization for all RCM client engagements.
Develop and execute strategic client success initiatives to improve retention, satisfaction, and long-term account growth.
Build scalable frameworks, processes, and governance models for client engagement and relationship management.
Serve as the executive escalation point for strategic client concerns and critical operational issues.
Drive a customer-first culture across operational and leadership teams.
Establish strong executive-level relationships with clients and serve as a trusted strategic advisor.
Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with enterprise clients.
Ensure client expectations, KPIs, SLAs, and operational deliverables are consistently achieved.
Drive customer satisfaction initiatives and ensure exceptional client experience throughout the engagement lifecycle.
Partner with clients to identify operational improvements, optimization opportunities, and expansion initiatives.
Collaborate closely with operations leadership to ensure service delivery excellence across all accounts.
Provide strategic guidance on RCM workflows, billing operations, denials management, AR recovery, process improvements, and quality initiatives.
Monitor operational KPIs including AR Days, Collections, Clean Claim Rate, Denial Trends, Productivity, and Client Satisfaction metrics.
Ensure alignment between client expectations and operational capabilities.
Support large-scale implementations, operational transitions, and process transformation initiatives.
Identify opportunities for revenue growth within existing client accounts.
Partner with Business Development and Executive Leadership on upselling and cross-selling opportunities.
Contribute to strategic planning, market intelligence, and product/service expansion initiatives.
Support contract renewals, pricing discussions, and enterprise account growth strategies.
Build, mentor, and lead a high-performing team of Client Success Managers and operational leaders.
Drive accountability, performance management, and leadership development within the CSM organization.
Foster collaboration between onshore and offshore teams to ensure operational alignment and client success.
Establish clear performance metrics, reporting structures, and communication cadences.
Partner with Finance, Operations, Sales, Product, Technology, and Executive Leadership teams.
Ensure seamless communication between internal stakeholders and external clients.
Support process improvement initiatives and organizational transformation projects.
Collaborate with implementation and delivery teams to ensure successful onboarding and client transitions.