Customer Success Manager - Patient Access Programs

Position Summary

Flora Health is seeking a Customer Success Manager (CSM) – Patient Access Programs to manage pharmaceutical manufacturer programs supporting patient access, affordability, and therapy initiation.

Key Responsibilities

Client Success & Program Management

- Serve as the primary day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programs. - Lead program onboarding, implementation, launch, and ongoing management activities. - Develop and maintain program plans, timelines, deliverables, and stakeholder communications. - Facilitate regular client meetings, status reviews, and business reviews. - Monitor program performance and proactively identify opportunities for optimization and growth. - Ensure client objectives, contractual commitments, and operational requirements are consistently met.

Patient Access Subject Matter Expertise

- Provide guidance and support related to patient access workflows, including: - Copay and affordability programs - Patient support programs (PSPs) - Hub services - Prior authorization processes - PAP programs - Pharmacy programs - Benefits investigation workflows - Bridge and quick-start programs - Specialty pharmacy coordination - Enrollment and referral management - Understand common manufacturer patient access strategies and operational models. - Identify workflow improvements that reduce friction for patients, providers, and care teams. - Provide proactive guidance and insight on industry trends, tools, and standards across the access landscape to better the day-to-day work and client expectations.

Cross-Functional Coordination

- Partner with Product, Operations, Analytics, Medical Strategy, and Engineering teams to support program execution. - Coordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholders. - Translate client needs into actionable requirements for internal teams. - Escalate risks, dependencies, and issues while driving timely resolution.

Performance Monitoring & Reporting

- Track key program metrics and performance indicators. - Analyze campaign, enrollment, utilization, and access-related data. - Develop client-facing reports and executive summaries. - Present performance insights and recommendations to clients and internal leadership.

Operational Excellence

- Maintain accurate project documentation and program records. - Ensure compliance with applicable privacy, regulatory, and contractual requirements. - Support continuous improvement initiatives related to patient access workflows and customer experience. - Contribute to the development of best practices, playbooks, and standard operating procedures.

Required Qualifications

- 3–7 years of experience in patient access, pharmaceutical services, healthcare operations, customer success, account management, program management, or hub services. - Direct experience supporting one or more of the following: - Copay programs - Patient support programs - Hub services - Prior authorization programs - PAP programs - Pharmacy programs - Specialty pharmacy operations - Benefits investigation workflows - Manufacturer patient access programs - Strong understanding of the pharmaceutical patient access ecosystem. - Experience managing external clients and multiple concurrent projects. - Excellent communication, presentation, and stakeholder management skills. - Ability to navigate complex healthcare workflows and operational processes. - Strong organizational skills with exceptional attention to detail.

Preferred Qualifications

- Experience working for a pharmaceutical manufacturer, hub vendor, specialty pharmacy, patient services organization, market access agency, or healthcare technology company. - Familiarity with patient access technology platforms, CRM systems, reporting dashboards, and workflow management tools. - Experience supporting rare disease, specialty, or high-cost therapies. - Understanding of payer coverage, reimbursement, utilization management, and access barriers. - Experience presenting to pharmaceutical brand, market access, patient services, or commercial teams.