VP of Customer Success – RCM Outsourcing

Role Overview

• Own executive-level relationships with mid-market and enterprise healthcare customers utilizing RCM outsourcing services
• Ensure high customer satisfaction, retention, and growth through consistent delivery of operational excellence and measurable outcomes
• Serve as a trusted advisor to healthcare provider leadership, guiding them on revenue cycle strategy and performance optimization
• Conduct regular executive business reviews (EBRs) to present performance insights, improvement plans, and value delivered.
• Oversee end-to-end RCM operations across multiple client engagements, ensuring SLA adherence and performance against KPIs including AR performance, denial rates, cash acceleration, productivity, and quality metrics
• Lead continuous improvement initiatives to optimize workflow, staffing models, and operational efficiency
• Lead and mentor a team of 3-5 Customer Success / Operations leaders managing client portfolios
• Build a culture of accountability, operational rigor, and customer-first mindset
• Develop leadership bench strength and scale the customer success function as the business grows
• Champion the use of automation, AI, analytics, and workflow technologies to improve RCM performance
• Partner with product, analytics, and operations teams to deploy technology-driven improvements across client engagements
• Identify opportunities to digitize and modernize traditional RCM processes
• Partner with Sales and Account Management teams to expand existing accounts and support new client onboarding
• Identify cross-sell and upsell opportunities within existing engagements
• Support solution design and operational transition for new enterprise customers.

Requirements

• 15+ years of Revenue Cycle Management experience
• Experience in one or more of the following specialties strongly preferred: Radiology, Imaging and Diagnostics, Cardiology
• Deep expertise in other healthcare specialties will also be considered
• Demonstrated leadership managing large-scale RCM outsourcing engagements
• Experience working in both provider organizations and RCM outsourcing/billing companies strongly preferred
• Proven track record managing enterprise or large mid-market healthcare customers
• Experience leading cross-functional RCM operations teams
• Strong understanding of RCM KPIs, revenue optimization strategies, and operational best practices
• Demonstrated experience implementing technology-driven RCM improvements (automation, analytics, AI, workflow platforms)
• Customer-first mindset with strong executive relationship management skills
• Strong operational and analytical rigor
• Ability to scale operations and drive performance improvement
• Collaborative leadership style with the ability to influence internal and external stakeholders
• Strategic thinker who can connect technology, operations, and financial outcomes.

Benefits

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.