Manager, Customer Success

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. 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. #J-18808-Ljbffr