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Client Success Manager

You’re the person clients trust before they trust the software.

You’ve seen too many tools underdeliver. Too many clients left to “figure it out.” Too many fires caused by missing context, missing data, or missing ownership.
And you’re the one who has always quietly stepped in and made things work anyway.
Not because someone told you to — but because you care too much not to.
You’re the one who:
  • Spots the issue no one else saw.
  • Feels responsible even when it’s “not your job.”
  • Solves problems across departments because you think in systems, not silos.
  • Double-checks the details because the details decide revenue.
  • Builds trust that no dashboard or software feature ever could.
But here’s the truth: you’ve been doing hero work without hero tools.
You’ve been carrying client success on instinct, experience, and grit. And you deserve more.

What if you had the tools, data, and support to deliver the success you know is possible?

At White Plume, you are the differentiator.
Our AI, our analytics, our engineering — they amplify you, not replace you.
Because when clients succeed here, it’s because a CSM guided them, protected them, challenged them, and championed them.
This role is built for someone who thrives in the in-between:
  • One hour you’re talking EBITDA uplift with the CFO.
  • The next you’re unpacking coding logic with the RCM team.
  • And after that, you’re translating analytics into next steps for executive leadership.
You don’t need to be an AI expert — just curious.
You don’t need to be perfect — just relentless on behalf of your clients.

You crave autonomy and support. You’ll get both here.

Other companies make you choose. Here, you don’t have to.
If a client needs something big, unusual, or urgent…
You won’t hear, “That’s not in scope.” You’ll hear, “How can we help?”
Because that’s what Plumers do.
We deliver results. We go the extra mile. We do the right thing — always.
And we celebrate the wins together.

If you read this and think, “This sounds like me”… you are probably right.

There are jobs.
There are careers.
And then there are roles that feel like a calling.
If this feels like the work you’re meant to do — come talk to us.
Your clients deserve someone like you.
And you deserve a place that equips you to help them win.

The Role: Client Success Manager (CSM)

You are the strategic partner, operational guide, and frontline problem-solver for your portfolio of White Plume clients. Your job is to ensure they receive — and expand — the financial, operational, and strategic value from our platform.

How to Apply

To apply, please email resumes to careers@whiteplume.com.

Your Day-to-Day Focus Areas

Drive Measurable Client Outcomes

  • Monitor client data using White Plume analytics and AI dashboards.
  • Identify trends, opportunities, risks, and revenue-impacting issues.
  • Use WP proprietary AI recommendations to guide next steps and improve outcomes.
  • Quantify and communicate ROI to client leadership.

Lead Strategic Conversations

  • Meet regularly with CEOs, CFOs, RCM leaders, and physician stakeholders.
  • Translate complex analytics into clear business decisions.
  • Partner with executives to set goals and track performance.

Support Coding + RCM Teams

  • Work with coders on workflow optimization, rule performance, and best practices.
  • Identify silent revenue failures, preventable denials, and productivity gaps.
  • Ensure encounters are flowing cleanly and coding logic aligns with STAR principles.

Be the First Line of Insight & Ownership

  • Recognize early-warning signals through encounter alerts and data anomalies.
  • Proactively intervene before the client experiences a disruption.
  • Escalate issues cross-functionally when needed — with clear ownership and follow-through.

Build Long-Term Client Partnerships

  • Deliver Quarterly Business Reviews with data-backed recommendations.
  • Identify expansion opportunities aligned to the client’s goals.
  • Ensure high NRR and renewal outcomes.

What Success Looks Like

  • Clients consistently hit or exceed White Plume related benchmarks and outcomes.
  • You are seen as a trusted advisor — not a vendor.
  • Coding teams improve accuracy, productivity, and engagement under your guidance.
  • Executives rely on you for clarity, insight, and strategic direction.
  • Your portfolio renews and grows because you make measurable impact.

What You Bring

  • Experience in healthcare software or revenue cycle operations.
  • Comfort working with data (no need to be a data scientist).
  • Curiosity about AI and willingness to learn.
  • Strong follow-through, organization, and personal accountability.
  • Natural relationship-building skills.
  • Working Genius alignment: Tenacity and no frustration with Enablement or Galvanizing.

Why People Love This Role

  • You actually get to help clients — not just “manage them.”
  • You have visibility into client outcomes, in real time.
  • You have AI that amplifies your work instead of complicating it.
  • You have autonomy to make decisions and support to execute them.
  • You get to make a financial difference for practices and physician owners.
  • You join a team of Plumers — people who care deeply and deliver consistently.
How to Apply: Please email resumes to careers@whiteplume.com.

Who We Are

Our people (we call them “Plumers”) are the heart and soul of our business. Plumers have allowed us to live out a culture where collaboration, innovation and having fun are all part of the daily routine.
At White Plume, we’re more than just colleagues, we’re a family. Our tight-knit community means that we’re there for each other, whether it’s to lend a helping hand or celebrate our successes. We’re proud of the relationships we’ve built with our clients, and we know that it’s all due to our incredible Plumers who go above and beyond to deliver exceptional outcomes.

What We Believe

Our core values are not just aspirational, they inform how we approach our work.

Respect for the Individual

This applies to everyone that we come into contact with on a daily basis. It starts with our teammates, flows naturally to our clients and prospects and extends to our partners and others that we interact with daily. People are unique in all of creation, they are “eternal image bearers”. Treat them with respect.

Excellence in Everything We Do

We are called to the pursuit of excellence in all of our daily activities. From the most ordinary and/or repetitive to the most interesting and unusual. Everything that we do demands excellence and speaks volumes about who we are, what we represent and how we value the people we work with and the work that we have been called to do.

Radical Integrity

Doing the right thing—even when it costs you something.

Who We Serve & What We Do

We serve independent physician practices and large private equity sponsored physician platforms and focus on delivering “White Glove” technology and services that produce significant impact. We do this by combining our data, applied analytics, expertise, coaching and software to work alongside large practices. We protect and enhance the strategic investment they have made in people and technology.
We are on a mission to revolutionize the clinical revenue cycle in physician practices by radically improving productivity and accuracy; creating an additional $22k of EBITDA per provider per year for our clients. Creating order in this chaotic environment allows our clients to focus on what really matters – delivering high-quality care to their patients.
We have a set of personal and professional operating principles we call “White Plume Fundamentals”. If these make your heart sing; if these make you say, “Yes!”, then you should talk with us.

White Plume Fundamentals

  • DO WHAT’S BEST FOR THE CLIENT. In all situations, do what’s best for the client, even if it’s to our own detriment. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.

  • DO THE RIGHT THING, ALWAYS. Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right.

  • MAKE QUALITY PERSONAL. Take pride in the quality of everything you touch and everything you do. Always ask yourself, “Is this my best work?” Everything you touch has your signature. Sign in bold ink.

  • DELIVER LEGENDARY CLIENT SERVICE. Do the little things, as well as the big things, that blow people away. Create extraordinary experiences they’ll tell others about. Mere client satisfaction is for lesser companies. Create client loyalty by doing the unexpected.

  • CREATE A TONE OF FRIENDLINESS AND WARMTH. Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates a feeling. Pay attention to every interaction and be sure you’re setting a tone of friendliness, warmth, and helpfulness.

  • BE A FANATIC ABOUT RESPONSE TIME. People expect us to respond to their questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it” as well as keeping those involved continuously updated on the status of outstanding issues. Rapid response is one of the easiest and best ways to stand out from the crowd.

  • CHECK THE EGO AT THE DOOR. It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decision is based solely on advancing company goals.

  • HONOR COMMITMENTS. There’s no better way to earn people’s trust than to be true to your word. Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. Allow extra time for surprises and delays, and don’t let these become excuses.

  • PRACTICE BLAMELESS PROBLEM-SOLVING. Apply your creativity, spirit, and enthusiasm to developing solutions, rather than pointing fingers and dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake again. Get smarter with every mistake. Learn from every experience.

  • PRACTICE THE “HUMAN TOUCH.” Listen for, and pay attention to, the things that make people unique. Use handwritten notes, personal cards, and timely phone calls to acknowledge their specialness. Show people you care about them as individuals, rather than as transactions. Genuine compassion can’t be faked.

  • FIND A WAY. Take personal responsibility for making things happen – somehow, someway. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative.

  • GET CLEAR ON EXPECTATIONS. Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments. Where appropriate, confirm your communication by asking others to repeat back their understanding to ensure total clarity and agreement.

  • LISTEN GENEROUSLY. Listening is more than simply “not speaking.” Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Create space for team members to express themselves without judgment. Listen with care and with empathy. Above all, listen to understand.

  • SPEAK STRAIGHT. Speak honestly in a way that moves the action forward. Make clear and direct requests. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Address issues directly with those who are involved or affected.

  • COMMUNICATE TO BE UNDERSTOOD. Know your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations.

  • GO THE EXTRA MILE. Be willing to do whatever it takes to accomplish the job… plus a little bit more. Take the next step to solve the problem. Even if it takes doing something that’s not in your job description, it’s the extra mile that separates the average person from the superstar. Be a superstar.

  • CREATE WIN/WIN SOLUTIONS. It’s a 2-way street. Learn to think from others’ perspective. Discover what they need and find a way to help them meet those needs while also fulfilling your own. Win/win solutions are always more effective and longer lasting than win/lose solutions.

  • SHARE INFORMATION. With appropriate respect for confidentiality, share information freely. Learn to ask yourself, “Who else needs to know this?” Information is one of our greatest assets. Find it, share it, and use it.

  • CELEBRATE SUCCESS. Catching people doing things right is more effective than catching them doing things wrong. Regularly extend meaningful acknowledgment and appreciation – in all directions throughout our company.

  • FOLLOW-UP EVERYTHING. Record a follow-up date for every action and take responsibility to see that it gets completed. We get paid to complete things, not simply to put them in motion.

  • DELIVER RESULTS. While effort s appreciated, we reward and celebrate results. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.

  • BE OBSESSIVE ABOUT ORGANIZATION. Regardless of the quality of your work, if you can’t manage multiple issues, tasks, and promises, you won’t be a superstar. Maintain a clean and orderly work area. Use an effective task management system for prioritizing and tracking outstanding issues and responsibilities.

  • LOOK AHEAD AND ANTICIPATE. Solve problems before they happen by anticipating future needs and addressing them in advance. Preventing issues is always more effective than fixing them.

  • BE PROCESS-ORIENTED. World class organizations are built on a foundation of highly effective, repeatable processes. Look to create processes for every aspect of your work, and then turn those processes into habits to achieve consistent results.

  • ALWAYS ASK WHY. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious and question what you don’t understand. Healthy, vigorous debate creates better solutions. There’s no better question than “Why?” Never stop asking it.

  • GET THE FACTS. Don’t make assumptions. There’s always more to the story than it first appears. Gather the facts before jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture.

  • BE RELENTLESS ABOUT IMPROVEMENT. Regularly reevaluate every aspect of your job to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Keep getting better.

  • PAY ATTENTION TO THE DETAILS. From the spelling of a client’s name to the EHR and PM systems they use, from the specialty specific rules to the nuances of their workflow… details matter. Be a fanatic about accuracy and precision. Double-check your work. Get the details right.

  • ASSUME POSITIVE INTENT. Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.

  • KEEP THINGS FUN. Remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.

Do You Fit?

If you have made it this far and you want to be part of a team where you can make a large impact quickly, grow professionally, and have a great time doing it, you might be a great fit!
Do these fundamentals make your heart sing? As you read them, did you find yourself saying “Yes!”? If so, White Plume may be the place for you! Email us your resume.

About
White Plume

White Plume is a family-oriented technology company based in Birmingham, AL that has been delivering innovative software solutions to physicians for over 20 years. White Plume partners alongside medical practices to implement their white-glove technology-driven service to achieve dramatic efficiency improvements in the number of encounters a revenue cycle team can achieve per hour. By saving clients over 1.2 million hours last year, our technology deeply impacts the lives of those working within each practice we serve and enhances our bottom line. Our technology and team also allow healthcare providers to focus their time and energy on what they do best, caring for patients. The leadership at White Plume is committed to the work-life balance of our team so that they are not only leaders at work but at home with their families and in their community. Join a longstanding team that leads a healthy, balanced and integrated life while still competing vigorously with high professional standards and excellent results.