RCM Customer Success Manager
About The Position
The RCM Client Experience Specialist owns the post-sale client relationship for an assigned portfolio of RCM customers, driving successful adoption of AxisCare's RCM billing services, protecting retention, and identifying opportunities for growth. This role serves as the customer's strategic point of contact from sales handoff through long-term partnership, ensuring a consistent, proactive experience across every stage of the customer lifecycle. The RCM Client Experience Specialist partners closely with Sales/Business Development, Onboarding, Billing, and Product/Support to coordinate clean handoffs, resolve issues early, and translate client feedback into operational improvements.
Requirements
- Experience in home care or home health
- 3+ years in customer success, account management, or a similar client-facing role
- Demonstrated ownership of a customer portfolio with accountability for retention and/or growth
- Proven ability to manage escalations and coordinate across cross-functional teams
- Strong communication, documentation, and follow-through
- Comfortable working with data to assess account health and identify trends
Nice To Haves
- Familiarity with RCM workflows and payer-related operations (VA/Medicaid a plus)
- Experience running CSAT/NPS programs or customer health scoring frameworks
- Experience working with support/product workflows (e.g., Jira ticketing)
- Background in SaaS or services-led customer success environments
Responsibilities
- Own the post-sale relationship for an assigned book of RCM customers, with accountability for satisfaction, retention, and growth
- Lead the sales-to-success handoff process and ensure continuity throughout the customer journey
- Conduct post-sales/pre-onboarding alignment with Sales to review what was promised, client pain points, timeline expectations, and any high-maintenance signals
- Introduce yourself to the customer during onboarding and maintain a consistent presence throughout
- Hold a post-onboarding/pre-testing check-in to confirm readiness
- Lead a post-testing/pre-billing go-live call to define communication cadence, escalation paths, mutual responsibilities, and expectations around early-stage claim delays or adjustments
- Execute a structured customer engagement cadence
- Set clear expectations on responsibilities, escalation paths, and the early-stage billing experience, including normalizing initial claim adjustments and providing assurance that the account is being closely monitored
- Build customer confidence by proactively monitoring accounts, surfacing issues early, and coordinating timely resolution across internal teams
- Manage customer escalations related to billing, onboarding, or product experience, ensuring clear ownership, deadlines, and customer communication throughout
- Track and report on customer health metrics, including retention, satisfaction (CSAT), ticket volume, time to resolution, and leading indicators of churn
- Partner with Sales and Operations to identify expansion opportunities and support contract renewals
- Maintain accurate, up-to-date records of all customer interactions, action items, and account status in internal systems
- Translate recurring customer themes into actionable feedback for Operations, Product, and Sales leadership to reduce repeat friction
Benefits
- Competitive salary and comprehensive benefits package
- Opportunities for professional growth and career development
- Flexible work arrangements, including remote work options
- Health, dental, and vision insurance
- 401(k) plan with company matching
- Company will provide laptop and other needed computer equipment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
