Client Success Manager

Position Summary

The Client Success Manager will be a critical, client-facing leadership role responsible for ensuring seamless service delivery, maximizing client satisfaction for our key accounts, and driving organic growth. Reporting directly to the VP of Sales, this individual will own day-to-day account management, act as the primary liaison between clients and internal operational teams, and play a crucial role in identifying and executing cross-selling opportunities to expand business within the Revenue Cycle Management (RCM) portfolio.

Key Responsibilities

1. Strategic Account Management and Client Relationship (40%)

• Assume day-to-day account management responsibilities for a defined portfolio of high-value RCM clients, ensuring all service level agreements (SLAs) and client expectations are consistently met or exceeded.
• Serve as the primary point of contact for client communication post-sale, leading regular check-ins, formal business reviews, and proactive relationship management.
• Act as a trusted advisor to clients, deeply understanding their evolving business needs and strategically positioning our RCM solutions to support their financial performance.
• Coordinate the collection of necessary documentation and information from clients during the onboarding and implementation phases, ensuring a swift and accurate transition to service delivery.
• Manage client relationships on an "as-needed" basis during periods of account manager turnover to ensure continuity of service and protect the client relationship during staffing transitions.

2. Cross-Functional Leadership and Problem Resolution (30%)

• Own the internal problem-solving process for complex client issues, coordinating resources from Operations, Technology, Billing, and other departments to deliver timely and effective resolutions.
• Resolve internal team conflicts and communication gaps that impact client satisfaction or service delivery timelines, fostering a collaborative and client-centric environment.
• Maintain expert-level knowledge of our entire RCM service suite to effectively bridge the gap between sales promises and operational execution.
• Develop and implement standardized processes for client issue escalation and resolution management.

3. Sales Growth and Enablement (30%)

• Collaborate closely with the VP of Sales to strategically identify, develop, and execute high-value cross-selling strategies for additional RCM services (e.g., Denial Management, Coding, Self-Pay Collections) within the existing client base.
• Track key performance indicators (KPIs) for client satisfaction, service utilization, and expansion opportunities, providing regular, strategic reports to the VP of Sales.
• Support the sales team by translating client successes and pain points into compelling insights for new business pitches and ongoing market strategy.

Qualifications

Required

• Minimum of 5-7 years of experience in account management, client service, or sales support within the Revenue Cycle Management (RCM) or healthcare services industry.
• Proven track record of managing complex client relationships and driving organic account growth through cross-selling.
• Exceptional conflict resolution, negotiation, and executive-level communication skills (written and verbal).
• Demonstrated ability to lead and influence cross-functional problem-solving initiatives.

Preferred

• Bachelor’s degree in Business, Finance, Healthcare Administration, or a related field.
• Familiarity with CRM software (e.g., Salesforce) and client reporting tools.

Core Competencies

• Client Centricity: Unwavering commitment to client success and satisfaction.
• Strategic Agility: Ability to identify growth opportunities and execute strategies effectively.
• Leadership & Influence: Ability to lead and motivate internal teams without direct reporting authority.
• Accountability: Taking full ownership of client outcomes and internal commitments.