Sr. Customer Success Manager

Sr. Customer Success Manager

United States

House Rx is on a mission to make specialty medications more affordable and accessible for patients suffering from chronic illnesses like cancer and autoimmune disorders. We provide clinics with specialized technology and support from pharmacists and care coordinators to dispense medication directly to their patients, known as medically integrated dispensing (MID). This work will directly contribute to the company's mission of making specialty medications affordable and accessible for patients—keep reading to learn more about the role, our team, and why House Rx is the right next step in your career! Applicants must be based in the United States.

About the role

We are seeking an experienced and dynamic Sr. Customer Success Manager to lead our customer initiatives by balancing three key responsibilities: Customer Success, Pharmacy Operational Management, and Financial Growth. This role requires expertise in building relationships, overseeing operations, and driving financial performance to ensure the success of our customer programs. This role will require travel to customer sites up to 50% of the time.

Key Responsibilities

Customer Success

• Relationship Building: Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives. Your ability to connect with stakeholders at all levels is essential.
• Effective Communication: Tailor communication to suit various audiences, ensuring clarity and alignment. From engaging with prior authorization staff on operational details to delivering strategic insights during Quarterly Business Reviews (QBRs), your communication should be both clear and impactful.
• Objection Handling: Proactively address concerns and objections raised by stakeholders. Utilize reassuring and confident communication techniques to advocate for our program and ensure satisfaction across all organizational levels.
• Presentation Skills: Master the use of House Rx template decks, customizing them to meet specific customer needs. Ensure a polished presentation, adhering to professional standards both onsite and virtually.

Operational Management

• Customer Advocacy: Serve as the voice of the customer in all internal discussions, effectively communicating their needs and expectations. Your insights should drive internal strategies and decisions.
• Proactive Monitoring: Regularly monitor communication channels, task queues, and documentation to identify potential operational gaps before they impact customers. Aim for zero emergent escalations.
• Issue Resolution: Distinguish between program-related and operational issues, addressing customer expectations independently when possible, and escalating Clin Ops-related concerns as needed. Take ownership of investigations and ensure swift resolutions.
• Operational Alignment: Conduct bi-weekly operational reviews with internal teams, maintaining a high alignment score based on cross-functional feedback regarding clarity and execution.

Financial Growth

• P&L Management: Oversee the program's Profit & Loss statements, ensuring budgeted profitability targets are met or exceeded. Aim for a minimum of 5% above budgeted net profit margin across all live sites.
• Revenue Generation: Identify and implement new growth initiatives, maintaining or launching at least two initiatives per customer each quarter to contribute to a 10% increase in program revenue year-over-year.
• Customer Request Evaluation: Assess the financial and operational implications of customer requests, completing ROI analyses and presenting findings to stakeholders within three business days.

Qualifications

• Experience: 8+ years of experience with a minimum of 3-5 years in program management or a similar role, with a demonstrated track record of success in customer relations, operational management, and financial oversight. Experience/knowledge of the pharmacy space is required; specialty pharmacy experience preferred.
• Skills: Strong relationship-building and communication skills, with the ability to adapt communication styles to various audiences.
• Analytical Abilities: Proficient in analyzing financial data and driving program growth through data-driven decision-making.
• Operational Proficiency: Experience in operational oversight, with a focus on issue resolution and process improvement.

Salary Range: $145,000 - $185,000 This range represents the low and high end of the anticipated base salary/wage. The actual base salary/wage will depend on several factors, including experience, knowledge, and skills. Actual compensation packages may include other elements equity, paid time off and benefits.

Why You Should Join Our Team

A career at House Rx offers the chance to work with a talented group of entrepreneurs, healthcare professionals, and technology builders who are passionate about improving specialty care and making it easier for patients to access the medication that they need.

At House Rx, we strive to build and maintain an environment where employees from all backgrounds are valued, respected and have the opportunity to succeed. You'll find a culture that supports open communication, embracing failure as a learning opportunity, and always being open to new ideas—no matter how radical. We are a remote-first company, however, some pharmacy operations roles require onsite clinic presence. We're committed to creating a positive and collaborative culture to achieve our mission, all while supporting our team members in all aspects of their lives—at home, at work and everywhere in between.

In particular, we offer:

• Flexible work hours and flexible paid time off
• Work remotely
• Generous parental leave
• Comprehensive healthcare, vision and dental benefits
• Competitive salary and equity stake
• We're backed by forward-thinking investors committed to transforming healthcare, including Bessemer Venture Partners, First Round Capital, LRV Health, NEA, Town Hall Ventures, Khosla Ventures, Maverick Ventures, 1984.vc, and Character