[Remote] RCM Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. AxisCare Home Care Software is a fast-growing company that provides a web-based management platform for home care agencies. The RCM Customer Success Manager will own the post-sale client relationship for an assigned portfolio of RCM customers, ensuring successful adoption of billing services and driving customer satisfaction and retention.ResponsibilitiesOwn the post-sale relationship for an assigned book of RCM customers, with accountability for satisfaction, retention, and growthLead the sales-to-success handoff process and ensure continuity throughout the customer journeyConduct post-sales/pre-onboarding alignment with Sales to review what was promised, client pain points, timeline expectations, and any high-maintenance signalsIntroduce yourself to the customer during onboarding and maintain a consistent presence throughoutHold a post-onboarding/pre-testing check-in to confirm readinessLead a post-testing/pre-billing go-live call to define communication cadence, escalation paths, mutual responsibilities, and expectations around early-stage claim delays or adjustmentsExecute a structured customer engagement cadence30/60/90-day check-ins beginning after onboarding and first claim/billWeekly post go-live check-ins, transitioning to an ongoing meeting cadence as the relationship maturesQuarterly business reviews covering performance against KPIs, account health, and improvement planningSet 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 monitoredBuild customer confidence by proactively monitoring accounts, surfacing issues early, and coordinating timely resolution across internal teamsManage customer escalations related to billing, onboarding, or product experience, ensuring clear ownership, deadlines, and customer communication throughoutTrack and report on customer health metrics, including retention, satisfaction (CSAT), ticket volume, time to resolution, and leading indicators of churnPartner with Sales and Operations to identify expansion opportunities and support contract renewalsMaintain accurate, up-to-date records of all customer interactions, action items, and account status in internal systemsTranslate recurring customer themes into actionable feedback for Operations, Product, and Sales leadership to reduce repeat frictionSkillsExperience in home care or home health3+ years in customer success, account management, or a similar client-facing roleDemonstrated ownership of a customer portfolio with accountability for retention and/or growthProven ability to manage escalations and coordinate across cross-functional teamsStrong communication, documentation, and follow-throughComfortable working with data to assess account health and identify trendsFamiliarity with RCM workflows and payer-related operations (VA/Medicaid a plus)Experience running CSAT/NPS programs or customer health scoring frameworksExperience working with support/product workflows (e.g., Jira ticketing)Background in SaaS or services-led customer success environmentsBenefitsCompetitive 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.Company OverviewThe #1-Rated Home Care Software With Unmatched Flexibility It was founded in 2011, and is headquartered in Waco, Texas, USA, with a workforce of 51-200 employees. Its website is https://axiscare.com.