Customer Success Manager - Provider, Patient Access Solutions & Services

Diverse experiences. A shared passion.

At Annexus Health, we are a team of dedicated professionals with backgrounds in life sciences, healthcare software technology development, and the healthcare provider setting. While we approach our work from different angles, we are united by our commitment to reducing financial and administrative burdens across the patient access journey to improve access to care and combat financial toxicity at both the patient level and the healthcare provider level.

Customer Success Manager - Provider, Patient Access Solutions & Services

We are seeking a Customer Success Manager (CSM) to be the primary advocate for our healthcare provider partners, guiding them along a path to success and engaging resources across Annexus Health to accelerate the expansion of our technology and services within each healthcare organization.

The ideal candidate is passionate about providing an exceptional experience for every customer and is motivated by shared success. They are driven and innovative in using their customer relationship management and strategic leadership skills to help Annexus Health achieve our goal of being a trusted and valued partner for our customers, and they are equally comfortable with creating and evaluating strategic plans as they are with executing individual action items and details. If you are an expert relationship builder and dynamic communicator with a successful track record of developing rapport with customers, we would love to talk with you!

In this CSM role, you will own the post-sales relationship and experience between Annexus Health and our healthcare provider customers, driving value realization and return on investment. You will quickly identify the customers’ needs and collaborate with the correct internal resources, working closely with them to ensure customer needs are addressed in a complete and timely fashion.

The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Come make an impact on the communities we serve as you help us advance health equity on a global scale!

What You Will Do:

• Be accountable as a single point of contact and escalation to track cross-department, cross-process, or cross-site issues, and facilitate closure through coordination of appropriate resources (both internal/external)
• Assist healthcare provider customers to seek out opportunities to expand their usage and adoption of Annexus Health features such as AP Claims, Claims Tasking, and the Watchlist
• Develop and execute regular strategic customer success plans (executive touchpoints or QBRs) in partnership with your assigned accounts on a regularly established cadence with the customer
• Drive customer engagement for all Annexus Health VOC programs
• Develop relationships at all levels of a healthcare provider organization, including the Revenue Cycle Management leadership and team, along with executive level roles (Vice President, RCM, CFO, COO, and others)
• Close the loop on all feedback received from the customer, including product enhancement requests, outstanding issues, and strategic improvement initiatives
• Track and monitor account status and identify areas of concern
• Provide updates, executive summaries, and guidance to the Annexus Health leadership and executive team as required
• Provide root-cause analysis of escalated issues when required; lead '”lessons learned” initiatives as appropriate
• Identify areas for improvement, not only in our products and services, but also in the customer success functions
• Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers' lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes

About You:

Required Qualifications

• 8 years of experience in customer account management or customer success
• Experience presenting and consulting with C-Suite and VP level executives
• Proven track record with upselling, cross-selling, or sales-related activities
• Ability to travel 10-15% of the time based on business needs

Preferred Qualifications

• 10 years of direct provider account management in the healthcare industry, with experience in project management, implementation, revenue cycle management, and support
• Experience helping a healthcare provider group adopt new products and/or services
• Experience working with data and analytics and providing actionable insights to leadership teams

Annexus Health is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status, or any other basis protected by federal, state, or local law.