Job Description

The Associate Principal Customer Success Manager is the primary owner of large, complex health plan accounts, responsible for building trusted client relationships and ensuring successful outcomes across the customer lifecycle. Customer Success Managers do not simply resolve tickets; they shepherd work through resolution, coordinating across engineering, product, and other internal teams to move issues forward in a complex, matrixed environment. The role is highly relationship-driven and requires comfort navigating difficult conversations, managing escalations, and working with sophisticated client stakeholders. This role plays a critical role in protecting revenue, driving retention, and identifying opportunities to expand value through strong partnerships and execution.

Sponsorship, in any form, is not available for this position.

Location: Remote, US

Why you want to work on this team:

• This is a high-profile role that will be a protector of Availity's revenue streams
• Passionate about working directly with clients to solve complex issues within the healthcare eco system.
• Work for a mission driven company where the work is impactful.

To be qualified for this position you:

• Experience managing enterprise or complex customer accounts in healthcare, healthcare technology, or a related environment.
• Strong relationship-building skills with the ability to engage confidently with experienced and executive-level stakeholders.
• Proven ability to navigate ambiguity and drive outcomes through influence rather than authority.
• Comfort handling escalations and facilitating resolution across multiple internal teams.
• Excellent communication, judgment, and organizational skills.
• Healthcare industry experience preferred; strong soft skills and leadership presence are critical.

You will set yourself apart with:

• Strong payer expertise within healthcare technology
• Awarded Top Account Manager and/or Presidents Club Winner

You will be:

• Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management.
• Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact.
• Coordinating cross-functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution.
• Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team.
• Driving customer satisfaction, retention, and long-term success by proactively identifying risks and opportunities within assigned accounts.
• Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non-quota carrying).
• Representing the customer internally and ensuring alignment between client needs and organizational priorities.

Availity culture and benefits:

• Availity is a certified "Great Place to Work"! Culture is important to us and there are many ways for you to make your mark here!
• We have several Culture teams, a Young Professionals Group, and various ways to engage with fellow Availity associates - if you're near Jacksonville, we have lots of pop up lunches where lunch is provided for everyone when we can see meetings are taking place and we've got teams in the office.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• Don't feel like wearing business attire? Cool, you can wear jeans - we are a casual place.
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter Recorded Video Pre-Screen
• Video Interview with the Hiring Manager
• Panel video Interview
• Final Video Interview with additional leader

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.