RCM Customer Success Manager
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Job Description
RCM Client Experience Specialist ensuring customer satisfaction for AxisCare's RCM billing services. Focused on post-onboarding experience, customer feedback, and escalation management.
Responsibilities:
- Own customer satisfaction for RCM customers and drive measurable improvement over time
- Build and run an RCM customer feedback program (CSAT collection, reporting, and action plans)
- Execute a consistent customer engagement cadence 30/60/90-day check-ins starting after onboarding and first claim/bill
- Ongoing baseline support and proactive touchpoint
- Quarterly CSAT trend reviews and improvement planning
- Manage customer escalations related to satisfaction drivers
- Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support, ensuring clear ownership, deadlines, and customer updates
- Track and improve operational performance metrics (i.e. ticket volume, time to resolution, and customer health score)
- Use tools and data to identify trends, root causes, and repeat issues and partner internally to prevent them
- Maintain strong documentation in internal systems so work is visible, repeatable, and measurable.
Requirements:
- Experience managing customer relationships and driving customer satisfaction
- Background in customer success, account management, or customer service
- Proven ability to manage escalations and coordinate cross-functional team
- Strong communication, documentation, and follow-through
- Comfortable working with data
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.
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