Client Success Manager

Client Success Manager

Own the day-to-day client relationship: onboarding that starts clean, reporting that lands on time, and issues that get closed rather than logged.

Dallas Full-time Reports to the Director of Client Services, US Travel required, including ad hoc

What This Job Actually Is

RCM metric mastery is mandatory

Mastery of the RCM metric set is mandatory: net collection rate, gross collection rate, days in AR, AR over 90 days, denial rate, first-pass resolution rate, clean claim rate, cost to collect, charge lag and DNFB. You must be able to read them, explain what moves them, and act on them.

You are the person clients talk to most. You run onboarding for new accounts, keep the reporting and QBR rhythm on schedule, and make sure that when a client raises something it actually gets resolved. You work directly with delivery teams in Chennai to turn client priorities into operational action, and you escalate early rather than late.

What You Will Own

Onboarding

Run new client onboarding end to end: kickoff, system access, workflow mapping, and the first 90 days of performance checkpoints.

The Reporting Rhythm

Prepare and deliver monthly reporting and quarterly business reviews on our KPI framework. Accurate, on time, and readable by a practice owner or a CFO.

Issue Resolution

Own client-raised issues to closure with a documented root cause, not just a status update.

Relationship Health

Track account health honestly and flag risk early to the Director of Client Services.

The Delivery Bridge

Translate client priorities into clear asks for Operations and follow through until they land.

Documentation

Keep account documentation, SOPs and client-specific rules current so nothing lives only in your head.

Your First 90 Days

First 30 Days

Learn your accounts: performance history, contract scope, open issues, and who makes decisions on the client side.

By Day 60

Reporting and QBR calendar running on schedule, open issues triaged with owners, and account health documented.

By Day 90

Clients know you by name, the cadence is predictable, and at least one recurring friction point is permanently fixed.

What We Look For

• MANDATORY: working command of RCM metrics, net collection rate, days in AR, AR over 90, denial rate, first-pass resolution rate, clean claim rate and cost to collect
• Three or more years in a client-facing role in healthcare revenue cycle, medical billing or a related service
• Comfortable reading and explaining revenue cycle performance: collections, AR aging, denial trends
• Strong written and verbal communication with US healthcare clients
• Organized enough to run a reporting calendar across multiple accounts without slipping
• Calm and credible in difficult conversations
• Travel is a requirement of this role, not an occasional extra. Client sites, conferences and internal reviews come up at short notice. You are expected to travel whenever the business needs it, including ad hoc trips with limited notice. This seat is not a fit for anyone who needs to place conditions or limits on travel.

Strong Plus, Not Required

• Experience with ABA, behavioral health, FQHC or hospital clients
• Familiarity with practice management or EHR systems
• Background in onboarding or implementation

How This Role Is Measured

Measure - What it means

Client retention - Renewals across your book.

QBR on-time delivery - Prepared and delivered on schedule.

Issue closure time - Against a documented SLA.

Client satisfaction - Direct feedback and survey signal.

Onboarding time to steady state - New client to stable delivery.

Documentation currency - Account SOPs kept current.

Why This Seat Is Different

We are senior-led by design. A senior partner is named on accounts and shows up in the work, which is why clients renew and why this role carries real authority rather than a title. Our AI suite is in production, not in a roadmap deck, and our compliance posture is independently audited: SOC 2 Type II with HITRUST, ISO 27001 and HIPAA.

We pay for certifications and run upskilling cohorts, because coding and revenue cycle are crafts that need investment. You will work across Dallas HQ, six US states and Chennai, India, with colleagues who have run these functions at scale.

Apply For This Role

Takes two minutes, works on any device. A senior partner reads every application. Prefer email? Write to View email address on click.appcast.io with "Client Success Manager" in the subject line.

Application received.

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