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 healthca