RCM Customer Success Manager

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 is responsible for protecting and improving customer satisfaction for clients using AxisCare's RCM billing services, overseeing the post-onboarding customer experience and coordinating escalations that impact customer sentiment.

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

Requirements:

• 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
• 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)