RCM Customer Success Manager

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🕒 vor 3 Tagen

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

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AxisCare Home Care Software

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2011

⚕️ Krankenversicherung

🏢 Unternehmen

☁️ SaaS

Healthcare Insurance • Enterprise • SaaS

AxisCare Home Care Software ist ein Anbieter von cloud-basierter Betriebssoftware für nichtmedizinische Pflegedienste, der eine All-in-One-Plattform bietet, die die Einsatzplanung für Pflegekräfte, die elektronische Besuchsverifizierung (EVV), Abrechnung, Kunden- und Familienportale, mobile Apps, benutzerdefinierte Formulare und Berichte sowie Integrationen für Zahler und Unternehmensabläufe verwaltet. Das Produkt ist darauf ausgelegt, von kleinen Agenturen bis hin zu großen Unternehmensnetzwerken zu skalieren und legt den Fokus auf Benutzerfreundlichkeit, Sicherheit, Mitarbeiterbindung und Compliance-Funktionen, um die betrieblichen Abläufe am Einsatzort und administrative Aufgaben zu optimieren.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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.