RCM Client Success Manager (B2B SaaS)

About the role

The RCM Client Success Manager (RCM CSM) plays a pivotal role in ensuring clients succeed post-go-live with Prompt’s software and RCM services. This role requires a blend of clinical expertise and strategic client relationship management.

Responsibilities

• Build deep, trust-based relationships with clients by serving as their primary strategic partner post-go-live, supporting them across clinical, administrative, and billing workflows.
• Own the client relationship for Prompt and Prompt RCM users—acting as the go-to liaison for all revenue cycle, clinical operations, and platform-related questions after onboarding.
• Develop a thorough understanding of each client’s business goals, clinical model, and operational processes in order to provide relevant, high-impact guidance that drives measurable outcomes.
• Host regular client cadence meetings (e.g., monthly business reviews) to review account performance, discuss open items, address questions, and uncover upsell opportunities with the software CSM.
• Maintain expert-level knowledge of Prompt’s software and RCM offering—including ongoing updates—to confidently educate and consult clients on how to get the most out of the platform.
• Collaborate cross-functionally with internal teams (RCM Ops, Support, Product, Engineering, and Success) to ensure seamless delivery, accurate billing execution, and client satisfaction.

Requirements

• Active clinical license as a Physical Therapist (PT), Occupational Therapist (OT), or Speech-Language Pathologist (SLP), with direct experience in outpatient therapy settings.
• Strong understanding of clinical, administrative, and billing workflows in rehab therapy practices.
• At least 3 years of experience in medical billing, insurance claims, or revenue cycle management is preferred; on-the-job training available for candidates with strong clinical foundations.
• Demonstrated success in customer-facing roles, with the ability to build rapport, manage relationships, and drive client satisfaction and retention.
• Tech-savvy and passionate about learning software, with a strong aptitude for navigating EMR platforms, workflow tools, and SaaS systems in real-time.
• Highly proficient in Microsoft Excel and other platforms such as Google Workspace, with a data-informed mindset and ability to track performance metrics (e.g., KPIs, revenue, churn indicators).
• Excellent written and verbal communication skills, with a knack for simplifying complex information and resolving client issues thoughtfully and efficiently.
• Proven ability to manage multiple priorities in a fast-paced, evolving environment, including flexibility to work outside traditional hours when needed.
• High personal accountability and growth-oriented mindset—prepared to expand responsibilities quickly and play a key role in a scaling customer success operation.