Position Overview
The Customer Success Manager II serves as a trusted advisor to customers, providing strategic guidance, product expertise, and ongoing support to help customers achieve their business objectives. This role drives successful onboarding, adoption, engagement, and retention by understanding customer needs, proactively addressing challenges, and connecting customers with the right solutions and resources.
The CSM II works independently while collaborating closely with cross-functional teams to improve the customer experience, influence product enhancements, and deliver measurable customer outcomes.
What you will work on
- Serve as a trusted advisor and primary customer advocate, building strong, long-term relationships with assigned customers.
- Lead customer onboarding, training, enablement, and adoption activities to ensure customers realize value from products and services.
- Develop a deep understanding of customer goals, business priorities, challenges, and use cases.
- Proactively identify customer needs, risks, and opportunities and develop solutions to improve adoption, engagement, satisfaction, and retention.
- Apply strong product knowledge and problem-solving skills to resolve customer concerns and remove barriers to success.
- Guide customers through onboarding and adoption of electronic prior authorization (ePA) workflows across medical and pharmacy benefits to ensure timely, measurable value realization.
- Partner with customers to optimize their use of ePA automation, helping reduce manual prior authorization burden and improve turnaround times.
- Monitor customer utilization and performance metrics (e.g., authorization volume, approval rates, turnaround time) to identify areas for improved adoption or workflow optimization.
- Maintain working knowledge of payer requirements and prior authorization rules across medical and pharmacy benefits to effectively advise customers and anticipate potential issues.
- Partner with internal teams, including Product, Support, Sales, and other stakeholders, to coordinate resources and develop solutions that address customer needs.
- Communicate customer feedback, trends, and emerging needs to internal stakeholders and advocate for product improvements and enhancements.
- Identify opportunities to increase customer value, strengthen engagement, and support retention.
- Develop and maintain customer success resources, tools, and processes that improve the overall customer experience.
- Monitor customer health, engagement, and outcomes and take appropriate action to address risks or accelerate opportunities.
- Manage moderately complex customer initiatives independently, escalating issues when appropriate.
- Contribute to continuous improvement of customer success processes, programs, and best practices.
Qualifications
- Bachelor's degree or equivalent combination of education and experience.
- Typically 4–7 years of relevant experience in customer success, account management, consulting, implementation, technical support, or a related field.
- Experience with medical and/or pharmacy electronic prior authorization (ePA) workflows, tools, or platforms.
- Payer-side experience or familiarity with payer prior authorization requirements, utilization management, or claims processes.
- Strong understanding of customer success principles, product adoption, and customer lifecycle management.
- Demonstrated ability to build trusted relationships and influence customer stakeholders.
- Strong problem-solving, communication, presentation, and organizational skills.
- Ability to translate customer needs into actionable solutions and collaborate effectively across teams.
- Ability to manage multiple priorities and moderately complex initiatives with limited supervision.
- Strong product knowledge and ability to learn and communicate technical or product concepts effectively.
Physical Requirements
- 90% Desk work
- 10% Remote travel to client sites, conferences, or internal team meetings
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Benefits
- Competitive compensation, with a base salary of $85,000 - $100,000 (Exact compensation may vary based on skills and experience)
- Eligible for a Discretionary Performance-based bonus
- Medical, dental, and vision insurance
- 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
- HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
- 100% company paid short and long-term disability, AD&D, and group life insurance
- Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
- Employee Assistance Program
- Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
- Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances
