Customer Success Manager (Remote)

Availity

7d • Remote

About The Position

The Customer Success Manager is the primary owner of large, complex health plan accounts, building trusted client relationships and ensuring successful outcomes across the customer lifecycle. The role goes beyond resolving tickets: it shepherds issues through resolution by coordinating with Engineering, Product, and other internal teams in a complex, matrixed environment. It requires strong relationship skills, comfort with difficult conversations and escalations, and the ability to work with sophisticated client stakeholders. The position helps protect revenue, drive retention, and identify opportunities to expand customer value through strong partnerships and execution.

This is a remote U.S. position. Sponsorship is not available. The role is non-quota carrying. Availity describes itself as a remote-first company with a camera-first culture; video participation is required for virtual meetings. Candidates must pass a drug test before beginning employment.

Requirements

• Experience managing enterprise or complex customer accounts in healthcare, healthcare technology, or a related environment.
• Strong relationship-building skills and confidence engaging with experienced and executive-level stakeholders.
• 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.
• Strong soft skills and leadership presence.
• Ability to use a camera for all virtual meetings; video participation is required.
• Pass a drug test before beginning employment.

Nice To Haves

• Healthcare industry experience.
• Strong payer expertise within healthcare technology.
• Recognition as a Top Account Manager and/or Presidents Club Winner.

Responsibilities

• Own and manage assigned health plan accounts as the primary point of contact for customer success and relationship management.
• Build trusted relationships with client stakeholders and navigate difficult conversations and escalations professionally and tactfully.
• Coordinate 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, including when another team has direct ownership.
• Drive customer satisfaction, retention, and long-term success by proactively identifying account risks and opportunities.
• Identify opportunities to expand customer value and protect recurring revenue, partnering with internal teams as needed.
• Represent the customer internally and align client needs with organizational priorities.

Benefits

• Competitive salary and bonus structure.
• Generous company HSA contribution.
• Healthcare, vision, and dental benefits.
• 401(k) match program available on day one.
• Unlimited PTO for salaried associates and nine paid holidays; hourly associates start with 19 days of PTO and receive the same holiday benefits.
• Up to $250 per year in wellness reimbursements for eligible activities and programs.
• Education reimbursement.
• Paid parental leave for birth and adoptive parents.
• Culture teams, a Young Professionals Group, learning resources, and opportunities to participate in community volunteer activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed