Remote CSM II - Healthcare IT & ePA

DrFirst; United States; Remote; USD 85,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Medical, dental, vision insurance

401K with company match

HSA contributions

Disability & life insurance

PTO & holidays

Professional development funds

Voluntary benefits

Job summary

DrFirst is seeking a Customer Success Manager II to act as a trusted advisor, guiding onboarding, adoption, and retention for healthcare IT customers across medical and pharmacy ePA workflows. You will collaborate with Product, Support, and Sales to drive measurable outcomes and customer value.

You will lead cross-functional efforts to understand customer goals, address challenges, and optimize utilization, while supporting long-term relationships and strategic success in a remote-first

Qualifications

• Bachelor's degree or equivalent combination of education and experience.

Responsibilities

• Serve as a trusted advisor and primary customer advocate, building strong, long-term relationships with assigned customers.
• Lead customer onboarding, training, enablement, and adoption activities to ensure customers realize value from products and services.
• Develop a deep understanding of customer goals, business priorities, challenges, and use cases.
• Proactively identify customer needs, risks, and opportunities and develop solutions to improve adoption, engagement, satisfaction, and retention.
• Apply strong product knowledge and problem-solving skills to resolve customer concerns and remove barriers to success.
• Guide customers through onboarding and adoption of electronic prior authorization (ePA) workflows across medical and pharmacy benefits to ensure timely, measurable value realization.
• Partner with customers to optimize their use of ePA automation, helping reduce manual prior authorization burden and improve turnaround times.
• Monitor customer utilization and performance metrics to identify areas for improved adoption or workflow optimization.
• Maintain working knowledge of payer requirements and prior authorization rules across medical and pharmacy benefits to effectively advise customers and anticipate potential issues.
• Partner with internal teams, including Product, Support, Sales, and other stakeholders, to coordinate resources and develop solutions that address customer needs.
• Communicate customer feedback, trends, and emerging needs to internal stakeholders and advocate for product improvements and enhancements.
• Identify opportunities to increase customer value, strengthen engagement, and support retention.
• Develop and maintain customer success resources, tools, and processes that improve the overall customer experience.
• Monitor customer health, engagement, and outcomes and take appropriate action to address risks or accelerate opportunities.
• Manage moderately complex customer initiatives independently, escalating issues when appropriate.
• Contribute to continuous improvement of customer success processes, programs, and best practices.

Skills

Relationship-building

Onboarding & training

Account management

Communication

Problem solving

Cross-functional collaboration

Product knowledge

Education

Bachelor's degree

Job description

DrFirst is seeking a Customer Success Manager II to act as a trusted advisor, guiding onboarding, adoption, and retention for healthcare IT customers across medical and pharmacy ePA workflows. You will collaborate with Product, Support, and Sales to drive measurable outcomes and customer value.

You will lead cross-functional efforts to understand customer goals, address challenges, and optimize utilization, while supporting long-term relationships and strategic success in a remote-first