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.
As our VP, Customer Success, you will grow our portfolio of health system client relationships. Reporting to the VP, Head of Customer Success & Account Management, this role builds trusted, multi-level partnerships across revenue cycle, clinical, IT, and executive stakeholders.
You will serve as the operational lead post-go-live: driving adoption, communicating outcomes, surfacing expansion opportunities, and coordinating across Product, AI, Engineering/Integration, and R1 account teams. You will own the day-to-day health of our client portfolio while contributing to the strategic vision for how R37 scales its customer success function — including building the team, processes, and tools that support long-term growth.
What You’ll Do:
Serve as the primary post-implementation owner for a portfolio of live health system clients; build and maintain trusted relationships at multiple levels (VP Revenue Cycle/Mid-RCM, Coding/CDI leaders, HIM, clinicians, IT, operational users)
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 aligned to client and R1 standards
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 (new service lines, specialties, sites, or higher automation/adoption)
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)
Required Qualifications:
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
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 — including offering a competitive benefits package.
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.
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Skills Required
- 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
R1 RCM Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about R1 RCM and has not been reviewed or approved by R1 RCM.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid holidays/vacation, and paid volunteer time are highlighted, supporting work-life balance in many roles. Time-off usability is described as workable in many teams, especially in exempt roles.
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Flexible Benefits — Remote work options and flexible schedules are available for many positions, offering convenience and adaptability depending on role and location. Work-from-home eligibility varies by position but is called out as a valued option.
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Career-Linked Recognition & Rewards — Recognition programs such as R1 Stars are implemented to boost engagement and morale. Feedback suggests these programs help reduce turnover and provide acknowledgment beyond base pay.
R1 RCM Insights
What We Do
R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare providers R1’s proven and scalable operating models seamlessly complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.
