RCM Customer Success Manager

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🔥 9 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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AxisCare Home Care Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

⚕️ Healthcare Insurance

🏢 Enterprise

☁️ SaaS

Healthcare Insurance • Enterprise • SaaS

AxisCare Home Care Software is a leading provider of software solutions designed specifically for home care agencies. Their platform offers a comprehensive suite of features including caregiver management, electronic visit verification (EVV), scheduling, billing, and reporting tools to enhance operational efficiency and improve caregiver satisfaction. AxisCare is dedicated to supporting agencies of all sizes in delivering exceptional care to clients while streamlining their business operations.

📋 Description

• 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.

🎯 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.

🏖️ 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.