Customer Success Manager - RCM
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AI Summary
About Our Company:
At Infinx, we're a fast-growing company focused on delivering innovative technology solutions to meet our clients' needs. We partner with healthcare providers to leverage automation and intelligence, overcoming revenue cycle challenges and improving reimbursements for patient care. Our clients include physician groups, hospitals, pharmacies, and dental groups.
We're looking for experienced associates and partners with expertise in areas that align with our clients' needs. We value individuals who are passionate about helping others, solving challenges, and improving patient care while maximizing revenue. Diversity and inclusivity are central to our values, fostering a workplace where everyone feels valued and heard.
A 2025 Great Place to Work®
In 2025, Infinx was certified as a Great Place to Work® in both the U.S. and India, underscoring our commitment to fostering a high-trust, high-performance workplace culture. This marks the fourth consecutive year that Infinx India has achieved certification and the first time the company has earned recognition in the U.S.
Location: Remote
Summary Description
The Customer Success Manager (CSM) serves as the primary strategic partner for assigned Prior Authorization clients, driving customer satisfaction, solution adoption, and long-term success. This role is responsible for developing trusted relationships with healthcare providers and health systems, ensuring customers maximize the value of Glidian's Prior Authorization solutions.
The CSM acts as the voice of the customer, proactively identifying opportunities to improve operational performance, optimize workflows, and increase adoption through data-driven recommendations and strategic guidance. Success in this role requires strong analytical skills, exceptional communication, ownership of customer outcomes, and the ability to work independently.
Responsibilities
- Serve as the primary point of contact and trusted advisor for a portfolio of Prior Authorization customers
- Take ownership of customer success by proactively managing customer health, identifying risks, and driving resolution before issues escalate
- Lead customer onboarding, implementation support, adoption planning, and ongoing success initiatives
- Conduct regular business reviews with customers to communicate value, performance metrics, key accomplishments, and improvement opportunities
- Monitor customer satisfaction, adoption, and engagement while developing action plans to improve outcomes
- Collaborate cross-functionally with Operations, Product, Implementation, Engineering, Clinical teams, and Support to advocate for customer needs and resolve issues
- Identify opportunities for service expansion, additional solutions, or strategic growth within existing accounts
- Identify growth opportunities within accounts
- Maintain accountability for assigned customer outcomes, retention, and long-term partnership success
- Assist in other duties as assigned
- Bachelor's degree in Business Administration, Healthcare Administration, Health Information Management, Communications, Information Systems, or related field
- 3+ years of experience in customer success or account management
- Exceptional relationship-building and customer engagement skills
- Strong customer advocacy mindset
- Executive presence and professionalism
- Excellent written and verbal communication
- Presentation and facilitation skills
- Active listening and consultative communication
- Prior Authorization operations or workflow experience
- Experience working with healthcare technology or SaaS solutions
- Knowledge of payer prior authorization processes and healthcare reimbursement workflows
- Experience conducting Executive Business Reviews (EBRs/QBRs)
- Experience with Electronic Health Records (Epic, Cerner, athenahealth, etc.)
- Experience with CRM platforms such as Salesforce or HubSpot
- Experience using business intelligence and reporting tools
- Experience identifying workflow improvements through data analysis
Joining Infinx comes with an array of benefits, flexible work hours when possible, and a genuine sense of belonging to a dynamic and growing organization.
- Access to a 401(k) Retirement Savings Plan.
- Comprehensive Medical, Dental, and Vision Coverage.
- Paid Time Off.
- Paid Holidays.
- Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.
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