Customer Success Manager

• Own the full post-sale customer lifecycle across onboarding, support, retention, and expansion
• Own net revenue retention across software subscriptions and billing services
• Build a scalable, metrics-driven customer success function
• Lead expansion revenue through upsell and cross-sell of billing/RCM services and add-on modules
• Own renewals and pricing conversations with existing customers in partnership with Finance
• Design and run customer health scoring, early-warning triggers, and intervention playbooks
• Segment customers and establish appropriate engagement models
• Run business reviews and serve as executive escalation point for complex or at-risk relationships
• Analyze churn and downgrade root causes and inform cross-functional fixes
• Own onboarding from signed contract to live clinic, including data migration, configuration, training, and go-live
• Standardize implementation plans and lead migrations from acquired companies
• Lead customer support and establish service standards
• Build tiered support, help center content, self-service resources, and escalation paths
• Partner with Finance on invoicing and collections processes
• Manage billing disputes and past-due balances
• Hire, coach, and grow customer success, onboarding, and support teams
• Create scalable playbooks, best practices, and repeatable processes
• Evaluate and implement the customer success technology stack
• Report customer success metrics and trends to the CEO and executive team
• Own the customer success budget
• Bring customer feedback into product roadmap and go-to-market decisions
• Develop references, case studies, and customer advocates with Marketing
• Maintain HIPAA-compliant practices across customer-facing work

Director of Customer Success

• Learn FL3XX software, including its functionality, features, and troubleshooting user issues
• Learn FL3XX company culture, processes, workflows, and responsibilities
• Take ownership of smaller accounts under Head of Customer Success guidance
• Build relationships with accounts and ensure customer problems are resolved
• Increase customer adoption of FL3XX offerings and features
• Serve as Key Account Manager for a book of accounts
• Direct customer requests and issues to the appropriate channel
• Onboard new accounts under the direction of the Head of Customer Success
• Work toward a personal-interest project, such as improving training materials, designing a request tracking system, or hosting user seminars

Customer Success Executive

• Hire, lead, mentor, and develop a team of Account Managers
• Set and maintain KPIs and performance targets
• Conduct performance reviews and check-ins
• Create development plans and foster continuous team improvement
• Foster a collaborative, accountable, creative, and high-performance team culture
• Oversee a portfolio of the largest and most important customers
• Build and maintain executive-level relationships with key customers
• Act as a trusted advisor and escalation point
• Analyze product usage data and customer feedback to identify trends, opportunities, and risks
• Implement strategies to increase product adoption and reduce churn
• Develop and execute plans for renewals, cross-sell, and up-sell opportunities
• Ensure regular customer check-ins and touchpoints
• Collaborate with Sales, Marketing, Product, Support, and Services teams
• Use Salesforce to track activities, forecast opportunities, and communicate account status
• Maintain records of team performance, customer interactions, KPIs, and growth metrics
• Report metrics to senior management to support data-driven decisions
• Implement scalable account management best practices
• Champion customer needs and feedback internally
• Present tailored solutions to drive customer success and loyalty
• Resolve customer issues and escalations
• Perform other duties as needed

• Serve as the lead point of contact for assigned customer accounts
• Build and maintain strong, long-lasting customer relationships
• Act as an expert in best practices and product adoption
• Negotiate contracts and offer additional products and services
• Grow and maximize profit for the company
• Grow an individual book of business within an existing account portfolio
• Proactively engage and reach out to accounts regularly
• Identify, qualify, sort, and develop cross-sell and up-sell opportunities
• Communicate with customers and respond quickly and efficiently to client requirements
• Analyze customer needs and present suitable solutions
• Nurture relationships with stakeholders to ensure customer satisfaction and identify growth opportunities
• Research and document relevant contact information for existing leads in Salesforce
• Document activities, accurately forecast opportunities, and communicate opportunity information in Salesforce
• Maintain knowledge of market conditions and competitive activities
• Perform other duties as needed

Customer Success Manager – Portuguese

• Provide end-users with rapid, multi-channel access to support resources
• Quickly resolve most reported user deficiencies at first contact
• Conduct periodic user validations in accordance with ISSM guidance
• Provide users with basic training on standard processes
• Transcribe incident requests into Helpdesk tickets, including password resets, login issues, and environment issues
• Answer basic questions about the Spacestation environment, including onboarding, current offerings, and its purpose
• Develop operating procedures for customer engagement and account management activities
• Act as a bridge between the team and upper management
• Develop relationships with end users and organizational leadership
• Identify and document expansion opportunities and customer use cases
• Generate and present metrics for review and reporting to the Sabel Manager
• Participate in or lead Ask Me Anything sessions for the user community

Customer Engagement Manager

• Serve as the primary field-based lead for education, assistance, and issue resolution regarding patient access to J&J Neuroscience therapies
• Educate healthcare providers and office staff on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and internal J&J departments
• Serve as the local access, fulfillment, and reimbursement expert
• Lead compliant access and fulfillment discussions
• Use data and account management skills to proactively address access barriers
• Address critical patient access and affordability issues
• Provide field-based reimbursement and access support, education, and creative problem-solving
• Build trust-based relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of market dynamics, coverage, and coding requirements
• Grow knowledge of hub and specialty distribution channels
• Serve as subject matter expert on access and affordability solutions across Medicare, Medicaid Managed Care, and commercial payer plans
• Complete required training and execute business in accordance with ethical, legal, and compliance standards
• Spend up to 50% of time on-site with healthcare providers and staff

Field Reimbursement Manager, Neuroscience – Patient Engagement, Customer Solutions

• Serve as the primary field-based lead for education, assistance, and issue resolution regarding patient access to J&J Neuroscience therapies
• Spend up to 50% of time on-site with healthcare providers and their staff
• Educate HCPs on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and internal J&J departments
• Serve as the local access, fulfillment, and reimbursement expert
• Lead compliant access and fulfillment discussions
• Use data and account management skills to address access barriers
• Address critical patient access and affordability issues
• Conduct field-based reimbursement and access support, education, and creative problem-solving
• Build trust-based relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of market dynamics, coverage, and coding requirements
• Develop knowledge of hub and specialty distribution channels
• Serve as subject matter expert on access and affordability solutions across payer types and plans
• Complete required training and execute business according to ethical, legal, and compliance standards

• Develop deep relationships with key client stakeholders to understand business objectives, challenges, and success metrics
• Translate client needs into actionable strategies using software solutions
• Manage client accounts through Salesforce and accurately document interactions, client profiles, and contacts
• Provide client training and support on product features and best practices
• Foster long-term relationships to ensure client satisfaction and retention
• Conduct regular client check-ins to assess satisfaction, address concerns, and escalate as needed
• Champion the client voice internally to influence product development, service enhancements, and strategic initiatives
• Proactively identify issues and work cross-functionally with support teams to ensure seamless delivery and continuous improvement
• Drive client satisfaction, retention, and revenue growth

340B Client Success Manager

• Manage an industry-leading group delivering Wholesale Payments solutions to clients
• Improve client relationships and support profitable growth
• Support the vision, strategic direction, and execution of Wholesale services
• Ensure accurate execution and resolution of issues related to wholesale services
• Act as point of escalation and partner with other leaders
• Lead the group, encourage collaboration, and support teammate engagement and inclusion
• Develop and maintain risk controls, documented procedures, job aids, performance routines, and governance routines
• Identify and implement efficiencies in product end-to-end onboarding and client experience
• Partner with other teams to improve processes, roll out new features and products, and advance business initiatives
• Monitor industry trends and identify best practices
• Maintain partnerships with lines of business, Product, and other stakeholders
• Develop and implement strategic goals for Wholesale Payments and operational excellence
• Serve as a subject matter expert for quality, efficiency, and continuous improvement projects
• Develop processes and procedures to meet or exceed client expectations
• Manage operational policies and procedures for regulatory and internal compliance
• Develop and maintain operational risk management systems and processes
• Support Wholesale Payments products and solutions, manage capacity needs, meet service levels, and drive client satisfaction
• Research and implement efficient processes to improve quality, enhance client satisfaction, and reduce costs
• Manage recruitment, retention, career development, performance management, salary administration, promotions, transfers, succession planning, training, coaching, and terminations

Wholesale Payments Client Success Team Leader

• Develop and maintain existing customer relationships
• Lead customers to full adoption and absorption of Metrc products
• Proactively support a variety of customers through strategic account planning and customer success issue resolution
• Collaborate with Sales, Marketing, GA/EABD, Support, Product, and Finance
• Partner with Customer Success Managers and Regional Customer Success Directors
• Complete relevant training and develop product, industry, and company knowledge
• Address customer needs and challenges proactively and resolve issues independently
• Conduct training sessions and product demonstrations with CSM and product teams
• Contribute to QBR decks and monthly reports with insights and analysis
• Manage 1–2 small markets independently as primary customer contact
• Support customer calls and meetings
• Relay customer feedback and the voice of the customer to internal teams
• Build relationships with assigned customers and provide consultative support
• Capture customer feedback and report requests to Product Management and Development
• Manage time to support customer satisfaction, account renewal, and account growth
• Facilitate information gathering and documentation
• Update and manage deliverables
• Learn to facilitate virtual and in-person product demos and trainings
• Assist in developing messaging, communication materials, training details, and release notes
• Perform additional duties as assigned

Customer Success Manager jobs in Florida

Director of Customer Success

Customer Success Executive