Note: The job is a remote job and is open to candidates in USA. DrFirst is a healthcare IT company that provides intelligent medication management and healthcare workflow solutions. The Customer Success Manager II serves as a trusted advisor to customers, leading onboarding, adoption, engagement, and retention while guiding customers through electronic prior authorization workflows and collaborating with internal teams to deliver measurable outcomes.
Responsibilities
- 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
Skills
- * 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
- * 90% Desk work
- * 10% Remote travel to client sites, conferences, or internal team meetings
Benefits
- 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
- Remote-First company, creating a dynamic and flexible workplace where everyone thrives, no matter where they log in from
Company Overview