Client Success Manager

Position Summary 

The Client Success Manager serves as the primary relationship owner for assigned physician and practice clients, ensuring a high-quality client experience, strong retention, and measurable operational success across the revenue cycle partnership. This role acts as the central bridge between clients and internal teams including billing, coding, authorizations, intake, and accounts receivable to ensure issues are addressed promptly, expectations are aligned, and client goals are translated into operational follow-through.  

The Client Success Manager is responsible for maintaining trust-based client relationships, driving proactive communication, managing escalations with professionalism and urgency, and identifying opportunities to improve client performance and long-term partnership value. This role requires strong healthcare acumen, professional presentation, sound judgment, executive-level communication, and the endurance to navigate complex client needs while maintaining internal accountability and service consistency.  

Key Responsibilities 

Client Relationship Management & Retention 

• Serve as the primary point of contact for assigned clients, building strong relationships with physicians, practice leaders, and administrative stakeholders 
• Develop a strong understanding of each client’s priorities, pain points, and success metrics to support retention and long-term partnership growth 
• Conduct regular client meetings and business reviews to maintain alignment, reinforce value, and proactively address risks 
• Identify signs of client dissatisfaction or service gaps early and coordinate action plans to protect retention 

Client Performance Oversight & Accountability 

• Monitor client performance across revenue cycle functions, including claim flow, collections trends, denials, AR concerns, and unresolved operational issues 
• Translate operational performance into clear client-facing insights, action items, and priorities 
• Drive accountability across internal teams by tracking commitments, deliverables, and next steps through resolution 
• Support onboarding and stabilization for new or expanding client accounts 

Strategic Communication & Issue Resolution 

• Lead client communication related to service performance, operational updates, and escalations with confidence and professionalism 
• Manage sensitive conversations with diplomacy, especially when addressing dissatisfaction, operational challenges, or shared accountability 
• Prepare for and lead client meetings with clear agendas, status updates, and follow-up actions 
• Ensure major concerns, decisions, and requests are documented clearly and communicated to the appropriate stakeholders 

Cross-Functional Collaboration 

• Partner closely with Billing, AR, Coding, Authorizations, Intake, and other teams to align client needs with operational execution 
• Coordinate resolution of client-specific issues impacting reimbursement, reporting, denials, claims, or workflow continuity 
• Advocate for the client internally while reinforcing realistic expectations and process discipline 
• Collaborate with leadership on at-risk accounts, major escalations, and service improvement opportunities 
• Identify recurring themes across accounts and partner cross-functionally to improve client outcomes and consistency  

Reporting, Insights & Continuous Improvement 

• Maintain visibility into account health, client sentiment, unresolved issues, and escalation trends across assigned accounts 
• Provide leadership with clear updates on account status, retention risk, and service concerns 
• Track recurring issues to identify root causes and opportunities for operational improvement 
• Help standardize client success processes, communication cadences, and account management best practices 

Qualifications 

• 5+ years of experience in healthcare account management, client success, physician relations, revenue cycle, medical billing, or a related client-facing healthcare operations role 
• Strong understanding of healthcare operations, preferably with exposure to revenue cycle, billing workflows, denials, collections, and reimbursement drivers 
• Demonstrated ability to manage client relationships, navigate escalations, and drive cross-functional follow-through in a service environment 
• Strong communication and interpersonal skills, with the ability to build trust and handle difficult conversations with professionalism and tact 
• Highly organized, detail-oriented, and able to manage multiple priorities effectively 
• Comfortable using reporting and operational data to support client discussions and internal accountability 
• Resilient, composed, and growth-oriented, with the ability to perform well in high-pressure situations 

Preferred Qualifications 

• Experience in a medical billing company, RCM environment, or physician practice support setting 
• Experience supporting physician clients, medical groups, or provider organizations in a relationship management or operational liaison role 
• Working knowledge of payer behavior, denial trends, credentialing dependencies, and front-to-back revenue cycle operations 
• Experience leading client meetings, business reviews, or performance discussions with external stakeholders 
• Familiarity with healthcare reporting tools, EMRs, billing platforms, PowerBI and Microsoft Office 

Performance Metrics 

• Performance against client service goals and operational follow-through 
• Client retention rate across assigned accounts 
• Client satisfaction and relationship health 
• Timeliness and effectiveness of issue resolution and escalation management 
• Reduction in recurring client issues and preventable escalations 
• Onboarding and stabilization success for new or transitioning accounts 
• Accuracy and timeliness of account updates, risk reporting, and internal coordination