Senior Customer Success Manager
Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. With powerful tools, actionable insights, and expansive network reach, we help medical businesses navigate an industry constantly redefined by change. As pioneers reshaping the future of healthcare, we connect over 2 million providers to health plans, processing more than 12 billion transactions annually. Our global team—headquartered in Jacksonville, FL, with offices in Bangalore, India, and a remote workforce across the U.S.—is united by a mission to refocus healthcare on what truly matters: patient care.
About the role
The Senior 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 is highly relationship-driven, requiring comfort navigating difficult conversations, managing escalations, and working with sophisticated client stakeholders. Customer Success Managers shepherd work through resolution by coordinating across engineering, product, and other internal teams in a complex, matrixed environment. The role plays a critical part in protecting revenue, driving retention, and identifying opportunities to expand value through strong partnerships and execution.
Location: Remote, US. Sponsorship is not available for this position.
Why you want to work on this team
- High-profile role protecting Availity’s revenue streams
- Opportunity to work directly with clients to solve complex healthcare ecosystem issues
- Mission-driven company where your work has a tangible impact
Requirements
- 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 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
Qualifications that set you apart
- Strong payer expertise within healthcare technology
- Awarded Top Account Manager and/or Presidents Club Winner
Responsibilities
- Own and manage assigned health plan accounts, serving as the primary point of contact for customer success and relationship management
- Build strong, trusted relationships with client stakeholders, navigating difficult conversations and escalations with professionalism and tact
- Coordinate cross-functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution
- Track and manage complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team
- Drive customer satisfaction, retention, and long-term success by proactively identifying risks and opportunities within assigned accounts
- Identify opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non-quota carrying)
- Represent the customer internally and ensure alignment between client needs and organizational priorities
Benefits
- Competitive salary and bonus structure
- Generous HSA company contribution
- Comprehensive healthcare, vision, and dental benefits
- 401k match program available from day one
- Unlimited PTO for salaried associates + 9 paid holidays (hourly associates start at 19 days of PTO)
- Wellness reimbursement up to $250/year for gym memberships, racing events, weight management programs, etc.
- Education reimbursement for furthering your education
- Paid Parental Leave for both birth and adoptive parents
- Community engagement through volunteer opportunities and partnerships with local and national organizations
- Casual dress code (jeans allowed)
- Continuous learning culture with access to resources and experts in our tech stack and industry
- Culture teams, Young Professionals Group, and engagement opportunities (e.g., pop-up lunches in Jacksonville)
Schedule
This is a remote, full-time position. Video camera usage is required for all virtual meetings to foster collaboration, engagement, and security.