Sr. Supervisor, Customer Success Join Verity Solutions as a Sr. Supervisor, Customer Successwhere you will lead a team focused on delivering exceptional 340B program support for pharmacy partners. In this role, you will guide customer relationship strategy, develop team capability, and use data-driven insights to help customers strengthen program performance, maximize savings, and achieve long-term success.
Responsibilities- Lead, coach, and develop customer success managers to deliver proactive, consultative 340B account support.
- Serve as the first escalation point for assigned pharmacy partners, supporting program questions, financial reconciliation, and service solutions.
- Establish team routines to monitor data metrics, data feed mechanics, system settings, and financial results across assigned accounts.
- Analyze account performance and guide the team in delivering insights that improve program outcomes and Verity Solutions revenue.
- Serve as a program training expert for customers and team members, creating plans that strengthen adoption and knowledge of Verity tools.
- Mentor team members through coaching, feedback, and exposure to complex customer programs to support career development.
- Model excellent customer service, timely communication, professional business reviews, and consistent performance expectations.
- Use department tools and Salesforce to document account activity, manage projects, and support team visibility.
- Partner with internal departments to advocate for customer and team needs and improve tools, processes, and standards.
- Review timecards, monitor PTO, support performance management, and oversee special projects as assigned.
Required Qualifications - Minimum 6 years of experience in customer support, technical support, SaaS account management, or related customer-facing roles.
- At least 2 years of experience handling complex customer accounts or mentoring team members.
- Strong communication skills with the ability to lead difficult conversations and achieve practical outcomes.
- Seasoned ability to analyze complex data issues, troubleshoot problems, and develop solutions.
- Advanced Microsoft Office skills, especially Excel, including pivot tables, VLOOKUPs, and data analysis functions.
- Ability to manage shifting priorities and urgent customer needs in a fast-paced, delivery-focused environment.
- Demonstrated professionalism, confidentiality, customer focus, and commitment to team member development.
Preferred Qualifications - Bachelor's degree in Business, Healthcare, or a related field (preferred, not required).
- Experience working in pharmacy, healthcare, or 340B program environments.
- Experience using Salesforce or similar client management tools.
- Experience presenting to customers and C-level leaders remotely or in person.
- Experience sharing knowledge, mentoring junior team members, or supporting formal team development.
Working Conditions This role operates in a standard office environment with regular computer and phone use. Occasional travel may be required for business meetings, events, and customer visits.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 88,700 - 147,900 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
