Manager, Customer Success

SUMMARY

Antidote Health's mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products. The Customer Success Manager (CSM) is responsible for overseeing the day-to-day operations of the customer support team, ensuring efficient customer inquiry management, high-quality service delivery, and compliance with regulatory standards. This role will be pivotal in managing customer interactions, optimizing processes, mentoring support agents, and driving customer satisfaction.

Key Responsibilities

Operational Management & Team Leadership

• Oversee daily operations of the customer support team, ensuring prompt and effective resolution of inquiries, grievances, and appeals.
• Develop and implement policies and procedures to enhance efficiency and service quality.
• Implement and monitor key performance indicators (KPIs) to drive service excellence.
• Supervise, mentor, and develop customer support agents, fostering a culture of accountability, teamwork, continuous improvement, and high morale.
• Assist in recruiting, onboarding, and training new customer support agents.
• Ensure adherence to HIPAA, HICS, NCQA, HEDIS, and other regulatory standards in all customer interactions.

Customer Experience Optimization

• Leverage data analytics and customer feedback to identify opportunities for process improvement.
• Implement automation to enhance customer interactions and resolutions.
• Serve as an escalation point for complex or high-priority customer issues, ensuring swift and satisfactory resolutions.
• Develop strategies to increase engagement, satisfaction, and retention among members.

Collaboration & Strategic Initiatives

• Work cross-functionally with the Marketing, Product, IT, and Compliance teams to streamline customer interactions and implement customer-first solutions.
• Support large-scale projects such as new product launches, regulatory changes, service area and product expansions.
• Monitor case handling to ensure timely notifications and adherence to resolution deadlines.
• Evaluate and implement technologies to support customer service operations, including CRM tools.

Process Improvement & Compliance

• Develop and execute initiatives to optimize workflows, improve inquiry management, and enhance service efficiency.
• Ensure compliance with all health insurance regulations and company policies.
• Develop service observing and quality assurance programs.
• Prepare and present regular reports on service quality, complaints, grievances, KPIs, trends, adherence to turnaround times and areas for improvement.

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• Minimum of three years of experience leading a customer success or support team in a healthcare or health insurance environment.
• Proficiency in CRM tools (Salesforce preferred) and customer service technologies.

Skills & Competencies

• Strong leadership, communication, and team-building abilities.
• Excellent problem-solving and analytical skills.
• Adaptable and able to manage multiple priorities in a fast-paced, high-growth environment.
• Experience with compliance and regulatory requirements in healthcare and health insurance.
• Empathetic and able to build strong relationships with diverse stakeholders.

Why Join Us?

• Be part of a mission-driven organization focused on improving access to quality healthcare.
• Opportunity to lead and shape customer support operations in a rapidly growing health plan.
• Competitive salary, benefits, and professional growth opportunities.