Sr. Customer Success Manager, Healthcare RCM
Job description
About SuperDial
SuperDial builds AI voice agents for healthcare revenue cycle management. Our AI agents automate high-volume outbound healthcare calls across workflows like eligibility checks, prior authorizations, claim status, credentialing, enrollment, payer follow-up, and other administrative processes that sit between providers, payers, and patients.
Revenue cycle teams spend enormous time on manual phone-based work: waiting on hold, navigating payer systems, gathering information, resolving claim issues, and documenting outcomes. SuperDial helps automate that work so healthcare teams can focus on higher-value problem-solving while AI handles repetitive, time-consuming tasks.
Our platform is built specifically for healthcare RCM teams and designed to work at real operational scale. SuperDial has helped customers drive meaningful cost savings, improve productivity, and automate millions of healthcare calls.
About the Role
We're looking for a Senior Customer Success Manager to own strategic customer relationships and help healthcare organizations successfully adopt and scale SuperDial's AI voice agents across revenue cycle workflows.
Reporting to the VP of Healthcare RCM Strategy, this role sits at the intersection of customer success, healthcare operations, AI workflow performance, and product feedback. You will help customers translate SuperDial's technology into measurable operational impact while bringing high-quality customer and RCM workflow signal back into the company.
This is not a traditional SaaS CSM role. You will need to understand how healthcare RCM teams operate, how payer workflows create operational complexity, how SuperDial's bots behave inside those workflows, and how agent performance connects to customer outcomes.
You will serve as the quarterback for your accounts: leading customer communication, managing account health, driving adoption, surfacing risks, and coordinating across Product, Engineering, Deployment Operations, Agent Operations, Sales, and company leadership.
This role is a strong fit for someone who is energized by building something new and important: helping healthcare organizations trust, adopt, and scale AI in one of the most manual and operationally complex parts of the healthcare system.
What You'll Do
Own strategic healthcare customer relationships
- Lead customer meetings independently and maintain clear next steps, owners, and follow-through.
- Build trust with executive, operational, technical, and day-to-day stakeholders across healthcare organizations.
- Develop a strong understanding of each customer's RCM goals, workflows, payer mix, operational constraints, escalation paths, and success metrics.
- Ensure customers feel informed, supported, and confident in SuperDial's partnership.
Drive adoption and measurable RCM value
- Help customers adopt SuperDial's AI voice agents across workflows such as eligibility checks, prior authorizations, claim status, credentialing, enrollment, payer follow-up, and denial follow-up.
- Understand what the bots are doing, where they are creating value, where they are getting stuck, and what needs to improve.
- Use customer workflow context, product usage, and performance trends to guide adoption plans.
- Help customers connect SuperDial's work to measurable outcomes such as reduced manual work, improved workflow throughput, faster follow-up, fewer escalations, greater operational visibility, and stronger revenue cycle performance.
Manage customer health, risk, and retention
- Maintain clear visibility into customer health, engagement, usage, workflow performance, open risks, and renewal readiness.
- Proactively identify issues related to adoption, workflow fit, product performance, payer behavior, implementation gaps, or stakeholder alignment.
- Drive action plans before risks become escalations.
- Partner with Sales and company leadership on renewal strategy, account planning, and expansion opportunities.
Bridge RCM, product, and technical conversations
- Translate clearly between customer stakeholders and internal teams.
- Discuss healthcare workflows, payer interactions, product behavior, call scripts, workflow configuration, integrations, bot performance, edge cases, and operational impact without needing to be an engineer.
- Partner with Product, Engineering, Deployment Operations, Agent Operations, and Sales to ensure customer issues are clearly owned, prioritized, communicated, and resolved.
- Surface customer feedback, workflow pain points, adoption barriers, payer-specific themes, and recurring product needs in a clear and actionable way.
Build scalable Customer Success processes
- Create account plans, customer health rituals, documentation, playbooks, and repeatable operating practices.
- Bring structure to ambiguous customer situations and internal handoffs.
- Help define what strong customer management looks like for AI-powered healthcare RCM workflows.
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