Customer Success Manager

Prescryptive Health is a healthcare technology company delivering solutions that empower consumers. The Customer Success Manager will support the operational management and execution of assigned employer accounts, ensuring accurate delivery and a strong client experience.

Responsibilities:

• Support the senior Customer Success lead in managing assigned employer accounts
• Serve as the day to day operational contact for clients and brokers, ensuring timely and accurate responses
• Prepare materials for business reviews, renewal discussions, and performance guarantee reporting
• Coordinate internal resources to execute defined account strategies
• Track open items, action plans, and deliverables to ensure commitments are met
• Coordinate implementations, eligibility updates, benefit configuration changes, and plan updates
• Ensure accurate execution of contract requirements, reporting deliverables, and billing support
• Monitor service levels and proactively identify risks or gaps in performance
• Triage client issues, coordinate cross functional resolution, and escalate complex matters appropriately
• Maintain accurate documentation and audit ready records in a HIPAA regulated environment
• Compile and validate pharmacy claims reporting and performance metrics
• Support analysis of utilization trends, cost drivers, and rebate reporting with guidance from senior leaders
• Translate technical and operational data into clear client ready materials
• Escalate complex clinical, financial, or specialty related questions to appropriate subject matter experts
• Partner with Clinical, Operations, Technology, Finance, and Call Center teams to ensure seamless delivery
• Ensure readiness for renewals and plan changes by coordinating timelines and internal dependencies
• Identify operational inefficiencies and recommend process improvements that enhance accuracy and client experience

Requirements:

• Bachelor's degree in business, healthcare, or related field, or equivalent experience
• 3 to 5 years of PBM, pharmacy benefit, or closely related health benefits experience
• Experience supporting employer clients in an account management or implementation capacity
• Working knowledge of PBM operations including claims adjudication, eligibility, billing, reporting, and plan design fundamentals
• Familiarity with rebate structures, specialty medications, and employer pharmacy cost drivers, with ability to escalate complex strategic or clinical questions
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• High attention to detail and commitment to accuracy
• Excellent written and verbal communication skills with ability to translate technical information into clear client updates
• Comfort working in a compliance sensitive, HIPAA regulated environment
• Proficiency in Microsoft Office and CRM or project management systems
• Experience using AI or automation tools to improve reporting accuracy and workflow efficiency
• Experience supporting mid-market employer accounts
• Experience in a transparent or pass through PBM model
• Exposure to renewal preparation and performance guarantee tracking