RCM Customer Success Manager

Job description

Job Description – RCM Customer Success Manager (Internal Title: RCM Client Experience Manager) Reports To - SVP of RCM Operations Department - RCM Location - Remote Role Type - Full-Time Position Summary The RCM Client Experience Manager 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 Manager 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. Key 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 30/60/90-day check-ins beginning after onboarding and first claim/bill Weekly post go-live check-ins, transitioning to an ongoing meeting cadence as the relationship matures Quarterly business reviews covering performance against KPIs, account health, and improvement planning 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 What We're Looking For (Required Qualifications) 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 What We'd Be Excited to Find (Preferred Qualifications) 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 Working Conditions Manual dexterity required to use desktop computer and peripherals Utilization of software (Asana, Zendesk, Confluence, ChurnZero, Hubspot) and email to perform job functions Will need to conduct camera-on videoconferencing for customer calls. Compensation and 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. About AxisCare According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes. AxisCare was started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment. We are an Equal Opportunity Employer and comply with ADA regulations as applicable.