Client Success Manager (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The Client Success Manager will be responsible for managing a portfolio of client accounts to foster long-term business relationships and ensure operational success. This includes driving client satisfaction, understanding business needs, addressing operational challenges, and identifying growth opportunities. The ideal candidate should have strong interpersonal and collaborative skills to effectively work with clients and internal stakeholders in driving client success, acting as an advocate and ensuring deliverables are met efficiently.

What you will be doing:
Client Relationship Management:

• Manage a portfolio of client accounts to foster long-term business relationships.

• Promote positive relationships to retain and grow profitable accounts.

• Act as a client advocate with internal teams to resolve issues and fulfill requests.

• Identify key decision-makers and influencers in client organizations to understand their pain points and offer relevant solutions.

Client Success and Strategic Planning

• Develop and execute Operational Success Plans tailored to client goals.

• Conduct business operational meetings, KPI reviews, and annual business reviews.

• Monitor client health to identify risks and opportunities for growth.

• Co-manage Net Promoter Score (NPS) stakeholder processes as needed.

• Create and execute an Operational Success Plan, including recommendations, based upon an analysis of the client’s business goals, operational workflow, and utilization trend.

Operational Management

• Oversee open projects and distribute monthly communications to clients.

• Ensure timely completion of department projects and operational initiatives.

Problem Solving and Escalation

• Oversee open projects and distribute monthly communications to clients.

• Ensure timely completion of department projects and operational initiatives.

• Collaborate with the Solutions Manager to recommend appropriate reports for clients to utilize to manage their workflow and business processes.

Understanding and Engagement with Client Needs

• Develop an understanding of the client’s business and workflow to offer tailored solutions.

• Occasionally, participate in client visits and meetings (up to 20% travel).

To be qualified for the role, you have:

• High School diploma or equivalent required; Bachelor’s degree preferred (Business Administration, Healthcare Administration, Information Technology, or related fields).

• 3+ years in client success, account management, or similar roles within healthcare IT or revenue cycle management. Healthcare background is required to be considered for this role.

• Familiarity with healthcare IT systems (e.g., EHR, PMS) and understanding of RCM workflows.

• Demonstrated experience building and maintaining relationships with healthcare providers or payers.

• Proven track record of analyzing client data to identify trends and opportunities.

• Ability to foster strong, trust-based client relationships.

• Skilled in clear, professional communication and adjusting styles for different audiences.

• Conflict resolution skills for de-escalating issues and managing expectations.

• Strong analytical and problem-solving skills.

• Data analysis expertise with healthcare KPIs like denial rates and days in A/R.

• Critical thinking and decision-making to address pain points and competing priorities.

• Strong organizational skills to handle multiple accounts and projects.

• Experienced in planning, tracking, and executing client success plans and reviews.

• Knowledge of EHR and PMS software, dashboards, and analytics tools.

• Knowledge of CRM software (e.g., Salesforce) and client success platforms (e.g., Gainsight).

• Understanding of RCM workflows and metrics such as clean claims rate and average days to payment.

• Awareness of industry best practices for optimizing RCM performance.

• Familiarity with HIPAA, HITECH, and CMS guidelines.

• Understanding payer-provider dynamics and reimbursement models.

• Expertise in client retention strategies and upselling opportunities.

• Knowledge of engagement models tailored to client business goals.

• Awareness of healthcare IT innovations and their impact on operations.

• Competitor analysis to position company solutions effectively.

Availity culture and benefits:

• Availity is a certified “Great Place to Work”, a “Best Workplaces for Technology Companies”, a “Best Workplaces for Women” and a “Best Workplaces for Millennials”!

• Culture is important to us and there are many ways for you to make your mark here!

• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. “AvaiLadies”, “Beyond Black”, “HOLA”, “Availity Pride”, “VetAvaility” a Young Professionals Group and “She Can Code IT” a group for women in tech are some of the groups you can get involved in.

• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!

• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!

• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.

• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.

• Interested in furthering your education? We offer education reimbursement!

• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.

• Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:  

• Recruiter resume review

• Manager resume review

• Recruiter video screen

• Manager video interview

• Panel video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success.  As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships.  The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family & Medical Leave Act  Equal Employment Law Poster  Pay Transparency  Employee Polygraph Protection Act  IER Right to Work Poster  Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers