[Hiring] Customer Success Manager @Infinx

Role Description

The Customer Success Manager (CSM) serves as the primary strategic partner for assigned Prior Authorization clients, driving customer satisfaction, solution adoption, and long-term success. This role is responsible for developing trusted relationships with healthcare providers and health systems, ensuring customers maximize the value of Glidian's Prior Authorization solutions.

The CSM acts as the voice of the customer, proactively identifying opportunities to improve operational performance, optimize workflows, and increase adoption through data-driven recommendations and strategic guidance. Success in this role requires strong analytical skills, exceptional communication, ownership of customer outcomes, and the ability to work independently.

Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of Prior Authorization customers.
• Take ownership of customer success by proactively managing customer health, identifying risks, and driving resolution before issues escalate.
• Lead customer onboarding, implementation support, adoption planning, and ongoing success initiatives.
• Conduct regular business reviews with customers to communicate value, performance metrics, key accomplishments, and improvement opportunities.
• Monitor customer satisfaction, adoption, and engagement while developing action plans to improve outcomes.
• Collaborate cross-functionally with Operations, Product, Implementation, Engineering, Clinical teams, and Support to advocate for customer needs and resolve issues.
• Identify opportunities for service expansion, additional solutions, or strategic growth within existing accounts.
• Identify growth opportunities within accounts.
• Maintain accountability for assigned customer outcomes, retention, and long-term partnership success.
• Assist in other duties as assigned.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Health Information Management, Communications, Information Systems, or related field.
• 3+ years of experience in customer success or account management.
• Exceptional relationship-building and customer engagement skills.
• Strong customer advocacy mindset.
• Executive presence and professionalism.
• Excellent written and verbal communication.
• Presentation and facilitation skills.
• Active listening and consultative communication.

Requirements

• Prior Authorization operations or workflow experience.
• Experience working with healthcare technology or SaaS solutions.
• Knowledge of payer prior authorization processes and healthcare reimbursement workflows.
• Experience conducting Executive Business Reviews (EBRs/QBRs).
• Experience with Electronic Health Records (Epic, Cerner, athenahealth, etc.).
• Experience with CRM platforms such as Salesforce or HubSpot.
• Experience using business intelligence and reporting tools.
• Experience identifying workflow improvements through data analysis.

Benefits

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.