[Remote] RCM Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. AxisCare Home Care Software is a fast-growing company that provides a web-based management platform for home care agencies. The RCM Customer Success Manager will own the post-sale client relationship for an assigned portfolio of RCM customers, ensuring successful adoption of billing services and driving customer satisfaction and retention.

Responsibilities

• 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

Skills

• 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
• Familiarity with RCM workflows and payer-related operations (VA/Medicaid a plus)
• Experience running CSAT/NPS programs or customer health scoring frameworks
• Experience working with support/product workflows (e.g., Jira ticketing)
• Background in SaaS or services-led customer success environments

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.

Company Overview