Oncology Customer Success Manager (West Coast, US)

House Rx is on a mission to make specialty medications more affordable and accessible for patients suffering from chronic illnesses like cancer and autoimmune disorders. The Oncology Customer Success Manager will lead customer initiatives by balancing responsibilities in customer success, pharmacy operational management, and financial growth.

Responsibilities:

• Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives
• Tailor communication to suit various audiences, ensuring clarity and alignment
• Proactively address concerns and objections raised by stakeholders
• Master the use of House Rx template decks, customizing them to meet specific customer needs
• Serve as the voice of the customer in all internal discussions, effectively communicating their needs and expectations
• Regularly monitor communication channels, task queues, and documentation to identify potential operational gaps before they impact customers
• Distinguish between program-related and operational issues, addressing customer expectations independently when possible, and escalating Clin Ops-related concerns as needed
• Conduct bi-weekly operational reviews with internal teams, maintaining a high alignment score based on cross-functional feedback regarding clarity and execution
• Oversee the program’s Profit & Loss statements, ensuring budgeted profitability targets are met or exceeded
• Identify and implement new growth initiatives, maintaining or launching at least two initiatives per customer each quarter to contribute to a 10% increase in program revenue year-over-year
• Assess the financial and operational implications of customer requests, completing ROI analyses and presenting findings to stakeholders within three business days

Requirements:

• 8+ years of experience with a minimum of 3-5 years in program management or a similar role, with a demonstrated track record of success in customer relations, operational management, and financial oversight
• Experience in oncology is required
• Strong relationship-building and communication skills, with the ability to adapt communication styles to various audiences
• Proficient in analyzing financial data and driving program growth through data-driven decision-making
• Experience in operational oversight, with a focus on issue resolution and process improvement
• Experience/knowledge of the pharmacy space is required; specialty pharmacy experience preferred