RCM Customer Success Manager

Job Description – RCM Customer Success Manager 

(Internal Title: RCM Client Experience Specialist)
 

Reports To - Director of RCM Business Development 

Department - RCM 

Location - Remote 

Role Type - Full-Time 

Experience Level - Mid-Level 

Summary 

The RCM Client Experience Specialist is responsible for protecting and improving customer satisfaction for customers using AxisCare's RCM billing services. This role owns the post-onboarding customer experience, runs a structured customer satisfaction program, and acts as the primary point of coordination for escalations that impact customer sentiment.  

The RCM Client Experience Specialist works alongside customers' primary Customer Success Manager when clients have opted into RCM services, ensuring a coordinated and positive overall experience. This role also partners closely with Billing, Onboarding, and Product/Support to triage issues, drive timely resolution, and reduce repeat friction. 

Key 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.
   

What We're Looking For (Required Qualifications) 

• 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
   

What We'd Be Excited to Find (Preferred Qualifications) 

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

Working Conditions 

• Manual dexterity required to use desktop computer and peripherals 
• Utilization of software (Asana, Zendesk, Confluence, ChurnZero, Hubspot) and email to perform job functions  
• Will need to conduct camera-on videoconferencing for customer calls.  

Compensation and 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. 

About AxisCare 

According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes. 

AxisCare was started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment. We are an Equal Opportunity Employer and comply with ADA regulations as applicable.