Key skills
Enterprise account managementHealthcare technology expertiseRelationship-building skillsEscalation managementCommunication skillsJudgmentLeadership presencePayer expertiseOrganizational skillsLeadershipCommunicationCustomer SuccessAccount Management
About this role
Availity, LLC. is a pioneering healthcare technology company focused on enhancing patient care. The Senior Customer Success Manager will manage large health plan accounts, build trusted client relationships, and ensure successful outcomes throughout the customer lifecycle.
Responsibilities:
- Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management
- Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact
- Coordinating cross‑functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution
- Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team
- Driving customer satisfaction, retention, and long‑term success by proactively identifying risks and opportunities within assigned accounts
- Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non‑quota carrying)
- Representing the customer internally and ensuring alignment between client needs and organizational priorities
Requirements:
- Experience managing enterprise or complex customer accounts in healthcare, healthcare technology, or a related environment
- Strong relationship‑building skills with the ability to engage confidently with experienced and executive‑level stakeholders
- Proven ability to navigate ambiguity and drive outcomes through influence rather than authority
- Comfort handling escalations and facilitating resolution across multiple internal teams
- Excellent communication, judgment, and organizational skills
- Healthcare industry experience preferred; strong soft skills and leadership presence are critical
- Strong payer expertise within healthcare technology
- Awarded Top Account Manager and/or Presidents Club Winner