Manager, Customer Success
The Manager, Customer Success owns Tier 1 service delivery across Member Services and Broker Services. This role leads frontline operations, develops Team Leads and Specialists, manages service performance, partners with WFM,QA, Training, and cross-functional departments, and ensures the team delivers accurate, compliant, and customer centered support at scale.
About the Company
Antidote Health is a tech- driven health insurance company on a mission to make healthcare easy, accessible, and more affordable. We’re rethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we’re building a simpler, more connected way for people to get care.
Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.
We offer Affordable Care Act (ACA) health plans in Arizona and Ohio, and we’re growing quickly. We’re building a company focused on solving real problems—with real impact on people’s lives.
Position Overview
The Manager, Customer Success owns Tier 1 service delivery across Member Services and Broker Services. This role leads frontline operations, develops Team Leads and Specialists, manages service performance, partners with WFM,QA, Training, and cross-functional departments, and ensures the team delivers accurate, compliant, and customer centered support at scale.Antidote Health's mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products. The Customer Success organization supports that mission by making healthcare easier to understand, easier to access, and easier to navigate for members, brokers, patients, providers, and internal partners.
Key Responsibilities
- Lead daily, weekly, and monthly Tier 1 Customer Success operations across phone, chat, email, case, outbound, member, broker, and telehealth related workflows.
- Manage Team Leads and frontline specialists, including performance coaching, goal setting, accountability, talent development, and performance improvement.
- Own Tier 1 KPI performance, including service level, quality, customer satisfaction, abandonment, productivity, adherence, documentation, and follow-up timeliness.
- Partner with Workforce Management and Enablement to forecast demand, align staffing plans, optimize schedules, and prepare for Open Enrollment Period volume.
- Partner with QA, Training, and Knowledge Management to improve quality, reduce repeat contacts, strengthen SOP adoption, and close knowledge gaps.
- Coordinate with Billing, Finance, Product, Engineering, Network, Clinical Operations, Sales, Compliance, and Tier 2 or Tier 3 teams to resolve systemic issues.
- Identify operational risks, process breakdowns, customer pain points, and recurring failure themes and convert them into action plans.
- Ensure HIPAA, privacy, CMS, ACA, state, and company requirements are embedded into daily operations.
- Build a culture of ownership, professionalism, accountability, continuous improvement, and white-glove service.
- Prepare leadership updates, performance summaries, staffing recommendations, and corrective action plans as needed.
Qualifications
Required:
- 3 or more years of customer service, health plan, insurance, contact center, or operations experience.
- 2 or more years of people leadership experience in a high-volume service environment.
- Experience managing supervisors, team leads, or frontline teams.
- Strong KPI management, workforce partnership, coaching, performance management, and process improvement skills.
- Ability to lead through change, ambiguity, rapid growth, and competing operational priorities.
Preferred:
- ACA marketplace, health insurance, broker support, telehealth, claims, billing, eligibility, or member services experience.
- Experience with Salesforce, Five9, WFM platforms, QA programs, LMS platforms, and reporting dashboards.
- Experience supporting Open Enrollment Period or seasonal volume spikes.
- Experience building career pathways, coaching frameworks, or frontline leadership routines.
- Bachelors degree in business, healthcare administration, operations or related field is preferred
Work Shift and Training Expectations
- Shift flexibility may be required based on operational needs, including extended hours, overtime, weekends, holidays, or Open Enrollment Period support.
- Specific shift assignments are based on business needs and should be confirmed during the recruiting and offer process.
- Completion of required Antidote Health onboarding and role-based training.
- Completion of HIPAA, privacy, security, compliance, systems, and workflow training.
- Participation in quality coaching, calibration, refresher training, and ongoing competency checks as assigned.
Competencies
- Ownership and accountability: works issues to resolution rather than transferring responsibility unnecessarily.
- Member and customer advocacy: seeks to understand the customer goal, the barrier, the accountable owner, and the fastest compliant path to resolution.
- Clear communication: translates benefits, eligibility, deductibles, claims, referrals, prior authorization, premiums, and other healthcare concepts into plain language.
- Critical thinking: identifies root causes, asks investigative questions, and recognizes when an issue does not align with expected process or system behavior.
- Calm authority: communicates findings with accuracy, confidence, and professionalism while avoiding speculation.
- Emotional intelligence and de-escalation: steadies difficult interactions and maintains professionalism under pressure.
- System fluency: navigates CRM, claims, eligibility, benefits, provider lookup, payment, scheduling, knowledge base, and case management tools efficiently.
- Compliance mindset: maintains HIPAA, privacy, CMS, ACA, state DOI, and internal policy requirements.
- Documentation discipline: records clear, complete, and audit-ready notes that support continuity and accountability.
- Adaptability and resilience: succeeds in a fast-paced, evolving health plan environment
Compensation and Benefits
- Base salary range: $80,000-105,000 (commensurate with experience and location)
- Comprehensive benefits package including medical, dental, vision
- 401(k)
- Paid vacation and sick time and company holidays
- This role is eligible to be performed remotely
Company Standards and Expectations
- Employment is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause, in accordance with applicable law
- Employees are expected to adhere to all company policies, including confidentiality, data protection, and code of conduct
- Responsibilities may evolve based on business needs, and flexibility is expected as the company scales
- Compliance with all applicable federal, state, and local laws and regulations is required
Equal Opportunity Statement
Antidote Health is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.
