RCM Customer Success Manager

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  "last_changed_at": "2026-06-18T10:37:58.340Z",
  "active_status": "active"
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  "location": {
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    "city": "Waco",
    "region": "TX",
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    "jobOpeningName": "RCM Customer Success Manager",
    "departmentLabel": "RCM",
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    "datePosted": "2026-06-17",
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    "description": "<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\"><img class=\"cke_widget_element\" width=\"188\" height=\"33\" src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20250224221156-image.png\" alt=\"\" data-cke-saved-src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20250224221156-image.png\" data-cke-widget-data=\"%7B%22hasCaption%22%3Afalse%2C%22src%22%3A%22https%3A%2F%2Fassets.jazz.co%2Fcustomers%2Fcustomer_20230412181545_HG7ENP4F4FK8DZ72%2Flayout%2F20250224221156-image.png%22%2C%22alt%22%3A%22%22%2C%22width%22%3A%22188%22%2C%22height%22%3A%2233%22%2C%22lock%22%3Atrue%2C%22align%22%3A%22none%22%2C%22classes%22%3Anull%7D\" data-cke-widget-keep-attr=\"0\" data-cke-widget-upcasted=\"1\" data-widget=\"image\"></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><br></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Job Description – RCM Customer Success Manager</span> <br></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-style: italic\">(Internal Title: </span><span style=\"font-style: italic\">RCM Client Experience Manager)</span><br> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Reports To -</span> SVP of RCM Operations</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Department - </span>RCM </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Location - </span>Remote </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Role Type -</span> Full-Time </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Position Summary</span> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span>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.</span><span> </span></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Own the post-sale relationship for an assigned book of RCM customers, with accountability for satisfaction, retention, and growth</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Lead the sales-to-success handoff process and ensure continuity throughout the customer journey</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Conduct post-sales/pre-onboarding alignment with Sales to review what was promised, client pain points, timeline expectations, and any high-maintenance signals</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Introduce yourself to the customer during onboarding and </span><span>maintain</span><span> a consistent presence throughout</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Hold a post-onboarding/pre-testing check-in to confirm readiness</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>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</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Execute a structured customer engagement cadence</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>30/60/90-day check-ins beginning after onboarding and first claim/bill</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Weekly post go-live check-ins, transitioning to an ongoing meeting cadence as the relationship matures</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Quarterly business reviews covering performance against KPIs, account health, and improvement planning</span></span><span> </span></span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Set clear expectations on responsibilities, escalation paths, and the early-stage billing experience, including normalizing </span><span>initial</span><span> claim adjustments and providing assurance that the account is being closely monitored</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Build customer confidence by proactively </span><span>monitoring</span><span> accounts, surfacing issues early, and coordinating </span><span>timely</span><span> resolution across internal teams</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Manage customer escalations related to billing, onboarding, or product experience, ensuring clear ownership, deadlines, and customer communication throughout</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Track and report on customer health metrics, including retention, satisfaction (CSAT), ticket volume, time to resolution, and leading indicators of churn</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Partner with Sales and Operations to </span><span>identify</span><span> expansion opportunities and support contract renewals</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Maintain </span><span>accurate</span><span>, up-to-date records of all customer interactions, action items, and account status in internal systems</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Translate recurring customer themes into actionable feedback for Operations, Product, and Sales leadership to reduce repeat friction</span></span><span> </span></span></li>\n</ul>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">What We're Looking For (Required Qualifications)</span> </span><br></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Experience in home care or home health</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>3+ years in customer success, account management, or a similar client-facing role</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Demonstrated ownership of a customer portfolio with accountability for retention and/or growth</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Proven ability to manage escalations and coordinate across cross-functional teams</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Strong communication</span><span>, documentation, and follow-through</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span>Comfortable working with data to assess account health and </span><span>identify</span><span> trends</span></span></li>\n</ul>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">What We'd Be Excited to Find (Preferred Qualifications)</span> </span><br></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Familiarity with RCM workflows and payer-related operations (VA/Medicaid a plus)</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Experience running CSAT/NPS programs or customer health scoring frameworks</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Experience working with support/product workflows (e.g., Jira ticketing)</span></span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span><span>Background in SaaS or services-led customer success environments</span></span><span> </span></span></li>\n</ul>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Working Conditions</span> </span><br></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Manual dexterity required to use desktop computer and peripherals </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Utilization of software (Asana, Zendesk, Confluence, ChurnZero, Hubspot) and email to perform job functions  </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Will need to conduct camera-on videoconferencing for customer calls.  </span></li>\n</ul>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Compensation</span><span style=\"font-weight: bold\"> and Benefits</span> </span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Competitive salary and comprehensive benefits package.   </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Opportunities for professional growth and career development.   </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Flexible work arrangements, including remote work options.   </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Health, dental, and vision insurance.   </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">401(k) plan with company matching. </span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Company will provide laptop and other needed computer equipment. </span></li>\n</ul>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About AxisCare</span> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><em>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. </em></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><em> </em></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><em>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. </em></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><em><br></em></span><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><em><img class=\"cke_widget_element\" width=\"787\" height=\"1025\" src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20250310173456-image-20250310123455-7.png\" alt=\"\" data-cke-saved-src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20250310173456-image-20250310123455-7.png\" data-cke-widget-data=\"%7B%22hasCaption%22%3Afalse%2C%22src%22%3A%22https%3A%2F%2Fassets.jazz.co%2Fcustomers%2Fcustomer_20230412181545_HG7ENP4F4FK8DZ72%2Flayout%2F20250310173456-image-20250310123455-7.png%22%2C%22alt%22%3A%22%22%2C%22width%22%3A%22715%22%2C%22height%22%3A%22931%22%2C%22lock%22%3Atrue%2C%22align%22%3A%22none%22%2C%22classes%22%3Anull%7D\" data-cke-widget-upcasted=\"1\" data-cke-widget-keep-attr=\"0\" data-widget=\"image\"></em></span></p>",
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    "minimumExperience": "Mid-level",
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