Customer Success Manager, Pharmacy Team - Verity 340B Solutions - Remote

The Cigna Group is a leading healthcare organization, and they are seeking a Customer Success Manager for the Pharmacy Team to manage relationships and support clients with their 340B programs. This role involves leading a team, providing training, and ensuring customer satisfaction while maximizing program performance.

Responsibilities:

• Lead, coach, and develop customer success managers to deliver proactive, consultative 340B account support
• Serve as the first escalation point for assigned pharmacy partners, supporting program questions, financial reconciliation, and service solutions
• Establish team routines to monitor data metrics, data feed mechanics, system settings, and financial results across assigned accounts
• Analyze account performance and guide the team in delivering insights that improve program outcomes and Verity Solutions revenue
• Serve as a program training expert for customers and team members, creating plans that strengthen adoption and knowledge of Verity tools
• Mentor team members through coaching, feedback, and exposure to complex customer programs to support career development
• Model excellent customer service, timely communication, professional business reviews, and consistent performance expectations
• Use department tools and Salesforce to document account activity, manage projects, and support team visibility
• Partner with internal departments to advocate for customer and team needs and improve tools, processes, and standards
• Review timecards, monitor PTO, support performance management, and oversee special projects as assigned

Requirements:

• Minimum 6 years of experience in customer support, technical support, SaaS account management, or related customer-facing roles
• At least 2 years of experience handling complex customer accounts or mentoring team members
• Strong communication skills with the ability to lead difficult conversations and achieve practical outcomes
• Seasoned ability to analyze complex data issues, troubleshoot problems, and develop solutions
• Advanced Microsoft Office skills, especially Excel, including pivot tables, VLOOKUPs, and data analysis functions
• Ability to manage shifting priorities and urgent customer needs in a fast-paced, delivery-focused environment
• Demonstrated professionalism, confidentiality, customer focus, and commitment to team member development
• Bachelor's degree in Business, Healthcare, or a related field (preferred, not required)
• Experience working in pharmacy, healthcare, or 340B program environments
• Experience using Salesforce or similar client management tools
• Experience presenting to customers and C-level leaders remotely or in person
• Experience sharing knowledge, mentoring junior team members, or supporting formal team development