Customer Success Manager
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Job Description
Customer Success Manager managing complex health plan accounts for Availity. Ensuring client satisfaction and driving retention within the healthcare technology sector.
Responsibilities:
- 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.
Requirements:
- Experience managing multiple 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.
- Strong payer expertise within healthcare technology.
- Awarded Top Account Manager and/or Presidents Club Winner
Benefits:
- 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!
- 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.
- Up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
- Education reimbursement!
- Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
- Community engagement opportunities.
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