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