Customer Success Manager

• Lead the strategic account team, including client success, clinical, and data analytics, with ownership of client satisfaction and service delivery
• Serve as the client contact by telephone and email to resolve ongoing questions and issues
• Oversee execution of the communication plan
• Develop strong internal and client relationships through proactive interactions
• Collaborate with account management, clinical, member care, business analyst, data analytics, and business development teams
• Analyze claims data with the POD to identify drug trends, financial performance, and client cost-saving opportunities
• Maintain expert knowledge of TrueScripts proprietary programs
• Execute client renewals by building lasting relationships with key client stakeholders
• Coordinate all aspects of client review meetings, including scheduling, reporting, materials, and accommodations
• Use CRM and proprietary claims adjudication software
• Lead client meetings and lunch-and-learn meetings
• Adjust plan parameters with the POD as directed by the client or broker
• Oversee onboarding with the client, broker, TPA, and data vendor
• Participate in introductory and employee enrollment meetings

Client Success Executive – Prescription Benefits

• Lead, manage, coach, and grow Leap’s senior and principal-level Strategic Client Success Managers
• Hire and onboard team members as the organization scales
• Design account assignment and balancing models
• Run 1:1s, account reviews, and performance conversations
• Design and run the team’s operating rhythm, including standups
• Create escalation processes with defined response times
• Build playbooks, account plans, health scoring, and renewal workflows
• Track and report retention, utilization, client satisfaction, and time-to-resolution metrics
• Set service standards for responsiveness, communication, and follow-through
• Identify and fix processes that break under growth
• Serve as executive sponsor and senior escalation point for strategic employer, TPA, PBM, and consultant relationships
• Lead or support quarterly and annual business reviews
• Partner with Growth and Growth Marketing on renewals, expansion, finalist presentations, and client references
• Partner with clinical, operations, product, and support leaders to ensure seamless service delivery
• Bring structured client feedback into product and process decisions
• Identify portfolio-level risk and lead mitigation plans to protect retention
• Report to the SVP of Client Operations & Success

Director of Client Success

• Own end-to-end program delivery and long-term account success across a portfolio of enterprise electric utility customers, serving as the executive escalation point and trusted advisor
• Lead, coach, and support a team of 4-5 direct reports (Customer Value Architects and Forward Deployed Engineers), driving delivery excellence, professional development, and resource allocation
• Partner with utility leaders to define ROI frameworks, map digital twin workflows to existing processes, and ensure software adoption
• Oversee complex technical workstreams, including data integration, custom scripting, and platform configuration, ensuring projects remain on schedule, within scope, and aligned with client goals
• Work with Sales, Product, and Engineering teams to feed customer insights into the product roadmap, mitigate implementation risks, and identify commercial expansion opportunities
• Establish project governance frameworks and maintain communication cadences with utility executives, project sponsors, and steering committees

Director, Customer Success

• Provide strategic-level program management for Century and its customers
• Oversee operations, customer management, IT project development, and ongoing support for VIZIV® and its modules
• Support the customer relationship with Amazon
• Lead internal departments and external customers to improve knowledge, efficiency, and customer satisfaction
• Own assigned customer accounts and support retention
• Develop and maintain supply chain best practices and long-term strategies
• Attend customer visits, operational reviews, customer calls, meetings, and QBRs
• Identify workflow inefficiencies and streamline processes through VMS use or integrations
• Maintain SOPs, customer addendums, roadmaps, and account documentation
• Escalate critical operational issues and communicate meeting outcomes to relevant teams
• Identify customer requirements and design process and IT solutions
• Manage feature, report, module, and enhancement requests from scope through delivery
• Create project documentation, specifications, timelines, training materials, and support documentation
• Investigate and resolve technical issues, manage Help Desk tickets, and configure customer views and systems
• Manage customer interfaces and investigate internal back-end systems
• Prioritize critical issues to minimize customer workflow disruption
• Manage assigned staff, monitor progress, resolve conflicts, and provide feedback
• Train, mentor, motivate, and develop team members
• Make staffing and resource recommendations and conduct performance appraisals
• Foster collaboration, teamwork, knowledge sharing, and effective team interaction

Program Manager – Customer Success

• Build trusted relationships with customer security and IT teams
• Create technical success plans to drive platform adoption, reduce risk, and deliver measurable value
• Identify high-value use cases for everyday security operations
• Monitor product usage, engagement, and health indicators to identify adoption gaps, underutilisation, and retention risks
• Guide customers from deployment to active use, accelerating Time-to-Value and reducing handover friction
• Lead mitigation planning for technical blockers, integration challenges, operational gaps, and customer health risks
• Provide technical health insights for renewal readiness, QBRs, growth discussions, and account strategy
• Surface technical opportunities supporting expansion, upsell, and cross-sell activity with the Account Executive
• Represent technical users internally by communicating product feedback, risks, and success requirements
• Partner with Account Executives, Solutions Engineering, Professional Services, Support, and Renewals

Customer Success Manager jobs in Washington

Client Success Executive – Prescription Benefits

Director of Client Success

Director, Customer Success

Program Manager – Customer Success

Technical Success Manager