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About the Role

R37, the innovation lab within R1 RCM, is building next-generation, AI-native solutions to transform healthcare revenue cycle operations. PhareOS is our AI-powered platform designed to make healthcare reimbursement fair, transparent, and effortless. As our VP, Customer Success, you will grow our portfolio of health system client relationships, serving as the operational lead post-go-live to drive adoption, communicate outcomes, and coordinate across teams. You will own the day-to-day health of our client portfolio while contributing to the strategic vision for scaling the customer success function.

Responsibilities

Serve as the primary post-implementation owner for a portfolio of live health system clients; build and maintain trusted relationships at multiple levels.
Lead regular client touchpoints (weekly/biweekly operations calls, monthly value reviews, and QBRs/EBRs).
Define client-specific success metrics and value hypotheses; produce value reports, dashboards, and ROI summaries.
Act as the voice of the customer within R37/R1; synthesize feedback into clear product, process, and customer support priorities.
Support renewal strategy with evidence of delivered value and future roadmap alignment; surface risks early, create mitigation plans, and maintain accurate health scoring and forecasts.
Partner with R1 and R37 commercial teams to identify expansion paths.
Execute on and refine repeatable Client Success processes: onboarding-to-live handoff, account health scoring, QBR templates, escalation paths, playbooks, and knowledge base.
Mentor team members; building a high-performing team with clear accountability and a culture of client-centricity.
Contribute to broader R37 and R1 integration efforts (tooling, Salesforce process, cross-product value narratives).

Requirements

10+ years in Client Success, Account Management, Implementation, or Healthcare Operations roles, with at least 3 years owning enterprise healthcare accounts.
Proven track record driving renewals, adoption, and expansion in a B2B SaaS or healthcare technology environment.
Deep familiarity with hospital revenue cycle and/or mid-cycle workflows (coding, CDI, HIM, DRG, denials prevention, pre-bill review).
Experience navigating complex stakeholder environments and leading executive-level value conversations.
Strong analytical and storytelling skills: able to translate data into operational insight and ROI narratives.
High comfort working cross-functionally with Product, Data Science/Analytics, Engineering/Integration, and Sales.
Experience supporting AI/ML-enabled clinical, coding, or RCM products preferred.

Skills

Client Success
Account Management
Implementation
Healthcare Operations
B2B SaaS
Healthcare Technology
Hospital Revenue Cycle
Mid-cycle Workflows
Coding
CDI
HIM
DRG
Denials Prevention
Pre-bill Review
Stakeholder Management
Executive Communication
Data Analysis
Storytelling
Product Management
Data Science
Analytics
Engineering
Integration
Sales
AI/ML
Clinical Products
RCM Products

Location

US-based

Work Type

Full-time

Experience Level

10+ years in Client Success, Account Management, Implementation, or Healthcare Operations roles
At least 3 years owning enterprise healthcare accounts

Salary/Compensations

$211,268.66 - $264,085.82 per year
Eligible to participate in our annual bonus plan at a target of 30.00%

Benefits

Competitive benefits package

About the Company

R37 is the innovation lab within R1 RCM, focused on building next-generation, AI-native solutions to transform healthcare revenue cycle operations.
We operate at the intersection of advanced machine learning, deep healthcare domain expertise, and production-scale systems—incubating and scaling new businesses that redefine how providers get paid.
One of R37’s flagship innovations is PhareOS, our AI-powered platform designed to make healthcare reimbursement fair, transparent, and effortless.
Phare OS, a modular, intelligent automation platform that applies AI across the full revenue cycle, solutions include: Autonomous medical coding and CDI, Intelligent prior authorization, Denial prevention and appeals, and workflow orchestration across front- and back-end revenue cycle functions.
The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up.
On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.
Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world.
We go beyond expectations in everything we do.
Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team.

Equal Opportunity

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity.
The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law.
Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.
CA PRIVACY NOTICE: California resident job applicants can learn more about their privacy rights California Consent
To learn more, visit: R1RCM.com
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