Customer Success Manager Home-based

Job Description

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Overview

The Customer Success Manager will be the relationship owner for a portfolio of Audit Manager clients. Audit Manager is a purpose-built auditing solution that helps healthcare organizations ensure their claims and bills to insurers are accurately and compliantly assembled. This is a retention-focused, high-touch role for someone who understands the world of healthcare claims, coding audits, or billing compliance and can translate that knowledge into meaningful client guidance. You will help clients get real value from the product they invested in, drive consistent engagement across your book, and be the person clients hear from before a problem becomes a reason to leave.

If you have a background in healthcare claims, auditing, or billing and you are energized by the client relationship side of that work, this is a strong place to apply that expertise in a new way.

Responsibilities

• Serve as the primary point of contact for a portfolio of Audit Manager accounts, focusing on retention, product adoption, and client satisfaction.
• Drive proactive, repeatable engagement across your book so clients understand the platform, use it consistently, and see the value before renewal conversations begin.
• Leverage your claims, auditing, or billing background to guide clients through the product in a way that connects to their actual workflow and compliance obligations.
• Monitor account health and act early when engagement or satisfaction signals warrant attention.
• Partner with Sales when expansion opportunities arise; while growth is not your primary responsibility, there are financial incentives to surface the right moments.
• Work closely with Finance to resolve payment disputes, escalations, and account issues in a timely and professional way.
• Collaborate with Support and Product to advocate for client needs and contribute to process improvements that make the broader CX team stronger.
• Direct clients to the right resources and channels for commercial conversations, without owning sales activities yourself.
  
  

Qualifications

• At least 5 years of experience in Customer Success, Account Management or Client Services.
• Background in healthcare claims, coding audits, or healthcare billing is strongly preferred; candidates with deep healthcare billing experience will also be considered.
• Strong organizational skills: you can manage a high volume of accounts and still give each one a consistent, thoughtful experience.
• Excellent communication and relationship-building skills, with a genuine client-first mindset.
• Goal-oriented, particularly around retention and satisfaction targets.
• Comfortable collaborating across teams including Finance, Product, and Support.
• Experience in a subscription-based or SaaS business model is preferred.
• Bachelor's degree or equivalent professional experience welcomed.
  
  

Work Schedule: Monday - Friday, 8:30 PM - 5:30 AM Manila Time

Work Setup: Home-based

• Must have at least 50mbps for both download and upload speed
  
  

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

In compliance to data privacy law, make sure that the following is included at all times: By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

---