RCM Customer Success Manager

**Job Description – RCM Customer Success Manager** *(Internal Title:* *RCM Client Experience Specialist)* **Reports To \-** SVP of RCM Operations **Department \-** RCM **Location \-** Remote **Role Type \-** Full\-Time **Position Summary** The RCM Client Experience Specialist 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 Specialist 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. **Key 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 inter