Client Success Manager

About XpertDox

XpertDox, Inc. is a physician-founded, venture-backed healthcare AI company headquartered in Scottsdale, Arizona, with a global delivery team in India. Our platform, XpertCoding, autonomously codes outpatient medical claims directly from clinical documentation using neural networks, machine learning, and natural language processing. We serve outpatient healthcare organizations in almost all 50 states, with deep expertise in Federally Qualified Health Centers (FQHCs), women’s health and OB/GYN practices, and behavioral health providers.

Position Summary

You will handle day-to-day communication and issue tracking for a set of XpertCoding client accounts. You are the person clients hear from first when they have a question, a coding result they want explained, or a workflow problem, and you are the person who makes sure every issue is logged, assigned, followed through, and closed with a clear answer back to the client. The Director of Client Success owns the executive relationship with each client today; as you demonstrate command of the accounts and of our coding workflows, you will take direct ownership of client relationships yourself. Much of the work is careful tracking, documentation, and follow-up across internal teams and client time zones, and it requires someone who is comfortable explaining medical coding and billing outcomes to coding managers and revenue cycle staff.

Key Responsibilities

In this role you will:

• Own day-to-day communication with assigned clients: respond to questions, schedule and run regular check-ins and progress reviews, and collect feedback.
• Own the ticket lifecycle for your accounts: log every client issue, bug, and request, assign it to the right internal team, track it to closure, and report the outcome back to the client in plain language.
• Review technical updates from Informatics, Data, and Engineering before they reach the client, and translate them into accurate, understandable explanations.
• Monitor client health, platform usage, and engagement metrics for your accounts, and raise risks and opportunities to the Director of Client Success with a recommended action.
• Escalate blockers that threaten client workflows, with the facts needed for a decision.
• Prepare and present client performance updates, metrics, and insights to internal stakeholders on a regular cadence.
• Maintain complete, accurate records of every client interaction, decision, and resolution in our internal systems.
• Learn XpertCoding, our client onboarding and support procedures, and the coding and billing workflows our clients run on, to the point where you can field most client questions without escalation.

Required Qualifications

• Experience working in or with US healthcare organizations.
• At least one of the following: three or more years in client success, customer success, or account management; or working knowledge of medical coding (ICD-10-CM, CPT, HCPCS) and revenue cycle workflows.
• Clear, precise written and verbal communication, including the ability to explain a technical or coding outcome to a non-technical client.
• Demonstrated discipline in tracking issues to closure and documenting work in shared systems.
• Comfort analyzing account data and presenting it to clients and internal stakeholders.

Preferred Qualifications

• CPC or CCS certification.
• Hands-on experience with electronic health record systems used by outpatient practices.
• Fluency with CRM and ticketing systems.
• Experience serving FQHC, OB/GYN, or behavioral health clients.

Location and Schedule

This is a fully remote position for candidates based anywhere in the United States. There is no relocation requirement and no on-site expectation. You will work standard business hours in your own time zone and keep daily overlap with the Scottsdale, Arizona headquarters and with clients in other US time zones.

Compensation

• Base salary of $70,000 to $100,000 per year, commensurate with experience.

Benefits

• Health, dental, vision, and life insurance.
• 401(k) with matching.
• Unlimited PTO and parental leave.
• Wellness program, Friday lunch, and snacks.

To Apply

Apply at https://careers.xpertdox.com/.

XpertDox, Inc. is an equal opportunity employer.