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RCM Customer Success Manager
AxisCare Home Care SoftwareCustomer Success Manager managing post-sale relationships for RCM services at AxisCare. Leading customer engagement and driving satisfaction, retention, and growth for clients in home care.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer health metricsCSATdata analysisaccount managementcustomer engagementretention strategiesescalation managementperformance trackingcontract renewalscustomer onboarding
Soft Skills
communicationdocumentationfollow-throughproblem-solvingrelationship managementproactive monitoringcoordinationcustomer advocacyleadershiporganizational skills