Senior Customer Success Manager, Healthcare RCM

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SuperDial

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

B2B • SaaS • Artificial Intelligence

<SuperDial> is an AI-powered SaaS company that automates high-volume outbound healthcare phone calls for revenue cycle management (RCM) teams, provider groups, and DSOs. Its voice AI agents handle end-to-end payer and provider interactions—such as prior authorizations, eligibility and benefits verification, claim follow-ups, and provider data attestation—integrating with EHR/PMS systems and logging results into existing workflows. SuperDial is HIPAA- and SOC 2-compliant, offers human fallback when calls can’t be completed autonomously, and is positioned as a B2B platform that reduces manual work and AR days for healthcare organizations.

📋 Description

• Own strategic healthcare customer relationships • Lead customer meetings independently and maintain clear next steps, owners, and follow-through. • Build trust with executive, operational, technical, and day-to-day stakeholders across healthcare organizations. • Develop a strong understanding of each customer’s RCM goals, workflows, payer mix, operational constraints, escalation paths, and success metrics. • Ensure customers feel informed, supported, and confident in SuperDial’s partnership. • Drive adoption and measurable RCM value • Help customers adopt SuperDial’s AI voice agents across workflows such as eligibility checks, prior authorizations, claim status, credentialing, enrollment, payer follow-up, and denial follow-up. • Understand what the bots are doing, where they are creating value, where they are getting stuck, and what needs to improve. • Use customer workflow context, product usage, and performance trends to guide adoption plans. • Help customers connect SuperDial’s work to measurable outcomes such as reduced manual work, improved workflow throughput, faster follow-up, fewer escalations, greater operational visibility, and stronger revenue cycle performance. • Manage customer health, risk, and retention • Maintain clear visibility into customer health, engagement, usage, workflow performance, open risks, and renewal readiness. • Proactively identify issues related to adoption, workflow fit, product performance, payer behavior, implementation gaps, or stakeholder alignment. • Drive action plans before risks become escalations. • Partner with Sales and company leadership on renewal strategy, account planning, and expansion opportunities. • Bridge RCM, product, and technical conversations • Translate clearly between customer stakeholders and internal teams. • Discuss healthcare workflows, payer interactions, product behavior, call scripts, workflow configuration, integrations, bot performance, edge cases, and operational impact without needing to be an engineer. • Partner with Product, Engineering, Deployment Operations, Agent Operations, and Sales to ensure customer issues are clearly owned, prioritized, communicated, and resolved. • Surface customer feedback, workflow pain points, adoption barriers, payer-specific themes, and recurring product needs in a clear and actionable way. • Build scalable Customer Success processes • Create account plans, customer health rituals, documentation, playbooks, and repeatable operating practices. • Bring structure to ambiguous customer situations and internal handoffs. • Help define what strong customer management looks like for AI-powered healthcare RCM workflows. • Use data and insight to identify trends, risks, opportunities, and next steps across your portfolio.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, Consulting, Implementation, Solutions Consulting, or another customer-facing role in SaaS, healthcare technology, revenue cycle management, workflow automation, or an operationally complex environment. • healthcare workflow fluency or the ability to ramp quickly into healthcare revenue cycle operations, including claims, payer follow-up, eligibility and benefits, prior authorization, denials, credentialing, enrollment, or related administrative workflows. • strong technical aptitude. • curiosity about AI, automation, and voice agents. • excellent communication and relationship building skills. • consulting mindset. • analytical strength. • commercial awareness about adoption and renewals. • operational instincts and process-building capacity. • ability to manage multiple accounts and priorities while maintaining strong follow-through and attention to detail.

🏖️ Benefits

• equity • full health benefits • 401(k) • 16 weeks of parental leave