About Us
At Alteva RCM, we're dedicated to helping healthcare providers thrive through expert revenue cycle management, strategic insight, and innovative solutions. We're always looking for passionate, driven professionals who want to make a meaningful impact, grow their careers, and be part of a collaborative team committed to excellence.
Position Summary
The Client Success Senior Manager provides leadership, oversight, and accountability across a portfolio of physician and practice clients managed through a team of Client Success Managers. This role is responsible for ensuring a high-quality client experience, strong retention, and consistent operational performance across the client success function. Acting as a senior bridge between clients, Client Success Managers, and internal operational teams, the Client Success Senior Manager ensures client priorities are appropriately escalated, aligned, and translated into coordinated action.
The Client Success Senior Manager is responsible for managing and developing Client Success Managers, strengthening team execution, supporting high-priority client relationships, and driving consistency in communication, service delivery, and account management practices. This role requires strong healthcare and revenue cycle knowledge, people leadership capability, executive presence, sound judgment, and the ability to manage both team performance and complex client dynamics in a fast-paced environment.
Key Responsibilities
Team Leadership & People Management
- Lead, coach, and develop a team of Client Success Managers
- Set clear expectations for client management, communication, escalation handling, and follow-through
- Provide regular feedback and performance management to ensure accountability and growth
- Support onboarding, training, and development of new Client Success Managers
- Monitor team capacity, account assignments, and coverage needs across the client portfolio
Client Portfolio Oversight & Retention
- Maintain oversight of the broader client portfolio, ensuring strong retention, relationship health, and service consistency across accounts
- Monitor account health, client sentiment, service risks, and retention concerns across the team's book of business
- Partner with Client Success Managers on at-risk accounts, complex client situations, and high-priority relationships
- Support strategic client conversations, business reviews, and executive-level meetings as needed
Operational Accountability & Escalation Management
- Oversee team execution against client service goals, internal follow-through, and resolution of client-impacting issues
- Ensure Client Success Managers are translating client concerns into actionable internal priorities and coordinating timely resolution
- Escalate material client risks, dissatisfaction trends, or performance breakdowns to leadership with clear context and recommendations
Cross-Functional Leadership & Client Experience
- Serve as a senior escalation point for client relationship issues and sensitive service concerns beyond the scope of the CSM
- Strengthen alignment between Client Success and internal teams to improve communication, responsiveness, and execution
- Advocate for client needs while reinforcing realistic expectations and operational consistency
- Identify recurring themes across accounts and partner cross-functionally to improve workflows and client experience
Reporting, Performance Management & Continuous Improvement
- Maintain visibility into team performance, account health, unresolved issues, escalation trends, and retention risk across the client portfolio
- Provide leadership with clear reporting on client success performance, account risk, major escalations, and team effectiveness
- Track trends across client accounts to identify root causes, operational gaps, and service improvement opportunities
- Help standardize client success processes, communication cadences, and account management expectations across the team
Qualifications
- 8+ years of experience in healthcare account management, client success, physician relations, revenue cycle, medical billing, or a related client-facing healthcare operations role
- 3+ years of experience leading people, managing client-facing teams, or overseeing cross-functional account performance in a healthcare services environment
- Strong understanding of healthcare operations, preferably with exposure to revenue cycle, billing workflows, denials, collections, and reimbursement drivers
- Demonstrated ability to lead teams, manage escalations, coach performance, and drive accountability across internal and external stakeholders
- Strong executive communication and interpersonal skills, with the ability to build trust, navigate difficult conversations, and represent the organization professionally
- Highly organized, detail-oriented, and able to manage competing priorities across both team leadership and client portfolio oversight
- Comfortable using reporting and operational data to assess account health, guide team performance, and support leadership decision-making
- Resilient, composed, and solutions-oriented, with the ability to perform effectively 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 leadership role
- Working knowledge of payer behavior, denial trends, credentialing dependencies, and front-to-back revenue cycle operations
- Experience leading executive client meetings, business reviews, or high-risk account recovery efforts
- Familiarity with healthcare reporting tools, EMRs, billing platforms, PowerBI, and Microsoft Office
Performance Metrics
- Performance against client service goals and operational follow-through across the assigned team portfolio
- Client retention rate across accounts managed by the team
- Client satisfaction and relationship health across the broader book of business
- Timeliness and effectiveness of escalation management and service recovery efforts
- Reduction in recurring client issues and preventable escalations across accounts
- Onboarding, development, and performance of Client Success Managers
- Accuracy and timeliness of account updates, risk reporting, and team-wide internal coordination
Benefits
Alteva RCM offers our employees a comprehensive benefits package, including health, dental, vision, employee assistance plan, paid family leave, short-term disability and life insurance. We also provide a 401(k) plan with employer match, flexible spending accounts, employee discount program and an employee referral program.
