Senior Manager, Client Success

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. 

As our Senior Manager of Client Success, you will serve as a trusted advisor and reliable advocate for clients, overseeing the client experience throughout the full revenue cycle, ensuring optimal financial outcomes, client satisfaction, and long-term retention. As an industry expert, this role serves as the primary liaison between the organization and its clients, driving strategic initiatives to enhance revenue performance, streamline operations, and ensure compliance with industry regulations.

Every day you will collaborate cross-functionally with internal teams—such as billing, coding, operations, and technology—to align solutions with client goals. The Senior Manager will offer strategic guidance, support clients in maximizing revenue collection, reducing costs, and improving the overall financial health and performance of the account. To thrive in the role, you will be a a strategic thinker with strong leadership skills, a client-focused mindset, and deep knowledge of revenue cycle management industry and processes, including patient access, billing, coding, collections, and compliance.

Here’s what you will experience working as a Senior Manager of Client Success:

Client Relationship Management

• Develop and maintain strong relationships with key stakeholders across client organizations to deliver an exceptional client experience.

• Serve as the primary point of contact, ensuring client satisfaction and retention.

• Address client concerns promptly and work proactively to prevent potential issues.

• Coordinate and communicates client contractual details for SLAs, performance-based pricing, fees and terms with analytics and finance teams. Communicates periodic changes based on contract amendments.

• Responsible for identifying customer needs, develop and seek buy-in on solutions and manage through the change process at the account level.

Revenue Optimization and Value Delivery

• Ensure clients achieve maximum financial performance through the organization's RCM services.

• Collaborate with internal and external stakeholders to align services with client goals

• and key performance indicators (KPIs).

• Implement best practices to optimize workflows and minimize revenue leakage.

Client Onboarding and Implementation Success

• Assist in facilitating the new client onboarding process to ensure smooth transition from the sales and contracting phase to the operational phase of the engagement.

• Ensure alignment of expectations.

• Develop tailored strategies to support each client's unique revenue cycle challenges and goals.

• Provide training and education to clients on RCM processes and technology

Performance Monitoring and Reporting

• Consistently monitor KPIs to identify opportunities for process improvements, provide clients with actionable insights to optimize pre-claim, denials, and controllable adjustment measures that drive revenue enhancement and cost reduction.

• Utilize analytics and PowerBI insights to identify trends and make data-driven recommendations.

• Collaborate with analytics to fulfill reporting needs of the client and ad hoc client-facing reports

• Lead the presentation of performance reporting during calls with the client. Advises the client of actionable insights regarding performance, communication, and/or the strategic approach for the engagement. Responsible for presenting the information in a manner that maximizes client engagement and shared understanding of organizations performance and value.

Collaboration and Leadership

• Resolve escalated client concerns that require management level involvement. By serving as the ‘quarterback’ with Partners (internal and external) to resolve issues regarding client performance metrics, tactical issues, and technology needs to exceed client expectations.

• Lead and mentor a team of client success managers/reps to ensure high performance and professional growth.

• Work collaboratively with internal teams and clients in setting direction of client revenue cycle projects and performance improvement efforts including defining issues; identifying root causes; interpreti