Customer Success Manager (Remote)

About the role

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. At Availity, we're pioneers reshaping the future of healthcare! With our headquarters in Jacksonville, FL, and an office in Bangalore, India, along with a remote workforce across the United States, we're a global team united by a powerful mission: bringing the focus back to what truly matters – patient care.

The Customer Success Manager is the primary owner of large, complex health plan accounts, responsible for building trusted client relationships and ensuring successful outcomes across the customer lifecycle. This role shepherds work through resolution, coordinating across engineering, product, and other internal teams to move issues forward in a complex, matrixed environment. The role is highly relationship‑driven and requires comfort navigating difficult conversations, managing escalations, and working with sophisticated client stakeholders. This role plays a critical role in protecting revenue, driving retention, and identifying opportunities to expand value through strong partnerships and execution.

Why You Want To Work On This Team

• This is a high-profile role that will be a protector of Availity’s revenue streams
• Passionate about working directly with clients to solve complex issues within the healthcare ecosystem
• Work for a mission-driven company where the work is impactful

To Be Qualified For This Position

• 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

You Will Set Yourself Apart With

• Strong payer expertise within healthcare technology
• Awarded Top Account Manager and/or Presidents Club Winner

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

Video Camera Usage

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are camera-first and provide all associates with camera/video capability to simulate the office environment. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, or the sharing of confidential information with non-participants.