VP of Customer Success | RCM Outsourcing

About Our Company:

At Infinx, we are a dynamic and rapidly expanding company dedicated to providing innovative technology solutions and services tailored to our clients' needs. Our mission is to collaborate closely with healthcare providers, leveraging automation and intelligence to overcome revenue cycle challenges and enhance reimbursements for patient care. We work diligently to ensure that our clients receive their revenue on time, every time. Our clientele includes physician groups, hospitals, pharmacies, and dental groups.

We are in search of experienced associates and partners who exude confidence and possess expertise in areas aligned with our clients' requirements. We value individuals who are passionate about assisting others, adept at finding solutions to challenges, and committed to improving patient care while maximizing revenue. Inclusivity and diversity are at the core of our values, fostering a workplace where employees feel a sense of belonging, their contributions are valued, and diverse perspectives are celebrated. We believe in the power of human connection, with inclusion as the heart of our mission.

Location: Remote/Hybrid in Texas (Dallas, Austin, or Houston) preferred | Open to other US locations for the right candidate

Summary Description

We are seeking a seasoned Revenue Cycle Management (RCM) leader to join our leadership team as VP of Customer Success, RCM Outsourcing. This role will be responsible for managing and growing strategic RCM engagements across mid-market and enterprise healthcare customers, ensuring exceptional operational performance, client satisfaction, and long-term partnership success.

The ideal candidate brings deep operational RCM expertise (15+ years) and a balanced perspective from both the provider side and the RCM outsourcing/vendor side. This leader will oversee a portfolio of complex customer engagements and guide a team responsible for delivering measurable improvements in revenue cycle performance.

The role requires a strong belief in and demonstrated experience leveraging technology, analytics, and automation to elevate RCM outcomes.

Job Responsibilities

Customer Success & Relationship Leadership

• Own executive-level relationships with mid-market and enterprise healthcare customers utilizing RCM outsourcing services
• Ensure high customer satisfaction, retention, and growth through consistent delivery of operational excellence and measurable outcomes
• Serve as a trusted advisor to healthcare provider leadership, guiding them on revenue cycle strategy and performance optimization
• Conduct regular executive business reviews (EBRs) to present performance insights, improvement plans, and value delivered

Operational Oversight

• Oversee end-to-end RCM operations across multiple client engagements, ensuring SLA adherence and performance against KPIs including AR performance, denial rates, cash acceleration, productivity, and quality metrics
• Lead continuous improvement initiatives to optimize workflow, staffing models, and operational efficiency

Team Leadership

• Lead and mentor a team of 3-5 Customer Success / Operations leaders managing client portfolios
• Build a culture of accountability, operational rigor, and customer-first mindset
• Develop leadership bench strength and scale the customer success function as the business grows

Technology & Innovation

• Champion the use of automation, AI, analytics, and workflow technologies to improve RCM performance
• Partner with product, analytics, and operations teams to deploy technology-driven improvements across client engagements
• Identify opportunities to digitize and modernize traditional RCM processes

Strategic Growth

• Partner with Sales and Account Management teams to expand existing accounts and support new client onboarding
• Identify cross-sell and upsell opportunities within existing engagements
• Support solution design and operational transition for new enterprise customers

Skills and Education

• 15+ years of Revenue Cycle Management experience
• Experience in one or more of the following specialties strongly preferred: Radiology, Imaging and Diagnostics, Cardiology
• Deep expertise in other healthcare specialties will also be considered
• Demonstrated leadership managing large-scale RCM outsourcing engagements
• Experience working in both provider organizations and RCM outsourcing/billing companies strongly preferred
• Proven track record managing enterprise or large mid-market healthcare customers
• Experience leading cross-functional RCM operations teams
• Strong understanding of RCM KPIs, revenue optimization strategies, and operational best practices
• Demonstrated experience implementing technology-driven RCM improvements (automation, analytics, AI, workflow platforms)
• Customer-first mindset with strong executive relationship management skills
• Strong operational and analytical rigor
• Ability to scale operations and drive performance improvement
• Collaborative leadership style with the ability to influence internal and external stakeholders
• Strategic thinker who can connect technology, operations, and financial outcomes

Company Benefits and Perks:

Joining Infinx comes with an array of benefits, flexible work hours when possible, and a genuine sense of belonging to a dynamic and growing organization.

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.

If you are a dedicated and experienced Vice President of Customer Success specializing in RCM Outsourcing and ready to contribute to our mission and be part of our diverse and inclusive community, we invite you to apply and join our team at Infinx.

Key skills/competency

• VP of Customer Success RCM Outsourcing
• Revenue Cycle Management (RCM)
• Healthcare Technology
• Client Relationship Management
• Operational Excellence
• Team Leadership
• Automation & AI in RCM
• Strategic Growth
• Customer Retention
• Healthcare Provider Relations