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.
The role
What this job actually is
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.
Ownership
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.
Ramp
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.
Requirements
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
Bonus
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
Accountability
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 ASP-RCM
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.