RCM Customer Success Manager
Remote · United States
Job Summary
RCM Customer Success Manager responsible for owning the post-sale client relationship across an assigned portfolio of RCM customers, guiding successful adoption of AxisCare's RCM billing services, protecting retention, and identifying expansion opportunities. Acts as the strategic point of contact from sales handoff through long-term partnership, coordinating with Sales/Business Development, Onboarding, Billing, and Product/Support to ensure clean handoffs, timely issue resolution, and feedback-driven operational improvements. Key duties include leading sales-to-success handoffs, coordinating onboarding readiness, defining communication cadence and escalation paths, executing structured engagement cadences (30/60/90-day checks, weekly go-lives, quarterly business reviews), monitoring account health metrics (retention, CSAT, ticket volume, time to resolution, churn indicators), surfacing issues early, coordinating cross-functional resolution, and supporting contract renewals and expansion with accurate record-keeping in internal systems. Requires experience in home care/home health and 3+ years in customer success or related roles; experience with CSAT/NPS programs, data-driven health scoring, and familiarity with SaaS or services-led environments is preferred.
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
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