About KaiCare Ai
KaiCare Ai partners with medical practices to deliver Chronic Care Management (CCM) and Remote Patient Monitoring (RPM) programs. We handle the enrollment, monitoring, and coordination work so practices can extend care between visits without adding operational load.
About the Role
The Client Success Manager owns the client relationship from go-live forward and is the named face of each account — responsible for retention, expansion, and account outcomes.
This is a practice-facing commercial role, distinct from patient-facing clinical care coordination. Success here is as much about process as personality: you will map each practice's workflow and engineer the most efficient path from onboarding to steady-state account health.
This position is based on-site in Alpharetta, GA and reports to the Chief Operating Officer. A senior Client Success leader may be introduced as the function grows.
What You'll Own
- Account relationship: Serve as the named relationship owner and primary point of contact for each account from go-live forward.
- Kickoffs: Front and own new-client kickoffs as the client's first major relationship moment (implementation handles the configuration portion).
- In-service and workflow analysis: Travel on-site to lead the full new-account in-service — a workflow analysis to determine where KaiCare's processes integrate seamlessly into the practice's flow, plus provider and staff education on our services.
- Post-go-live cadence: Run monthly report delivery, quarterly business reviews (QBRs), and ongoing check-ins.
- Expansion: Identify and advance upsell paths (for example, RPM-only to CCM/PCM) and track client hesitations.
- Outcomes: Own 90-day success criteria and steady-state account health, and act early on retention risk.
- Billing liaison: Serve as the client-facing front door for billing and adjudication questions, routing onward as needed.
- Enablement: Deliver client-facing portal walkthroughs using KaiCare Academy navigation guides.
- Process and playbooks: Turn what works into repeatable workflows and standard playbooks, continuously reducing friction across onboarding and ongoing support.
What We're Looking For
- 5+ years in client success, account management, or a comparable client-facing commercial role.
- Healthcare experience, ideally in a medical practice or ancillary healthcare setting. Relevant backgrounds include practice manager, office manager, practice operations, process or workflow improvement, front-office or patient coordination, medical billing and revenue cycle (RCM), care coordination, or ancillary healthcare services such as RPM/CCM vendors, labs, imaging, or DME.
- Process- and efficiency-minded: you map workflows, spot friction, and design the most direct path from point A to point B. An industrial-engineering or operations-improvement mindset is ideal.
- Demonstrated ownership of client relationships in a CSM, account management, or partnership role.
- Confident, engaging client presence, comfortable presenting to practice leadership and driving conversations.
- Strong organization and follow-through across a portfolio of concurrent accounts.
- Commercial and expansion instinct: able to spot and advance upsell opportunities without a hard-sell posture.
- Proven ownership of recurring client cadence (QBRs, reporting reviews) and measurable account outcomes.
Nice to Have
- Familiarity with EHR systems and practice clinical and administrative workflows.
- Direct CCM or RPM experience.
Location and Travel
- On-site at KaiCare's office: Alpharetta, GA 30022.
- Up to 50% travel to client sites during new-account onboarding to conduct the in-service on location.
Compensation
Base salary from $80,000, plus eligibility for performance-based variable compensation.
Please note: This is a practice-facing commercial role. Patient-facing clinical care coordination sits within Clinical Operations and is not part of this position.
Pay: From $80,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
