At Glidian we are revolutionizing the healthcare industry by fixing one of its most broken processes: prior authorizations. Prior authorizations have been shown to cause dangerous delays in patient care and produce a significant administrative burden on healthcare providers. We have built a revolutionary cloud-based prior authorization solution that communicates with hundreds of insurers to get patients the care they need in a timely manner.

This is a remote position. We value flexibility in working style, and we welcome employees from anywhere in the United States to work from the location that suits them best.

Glidian is seeking an energetic and dedicated Customer Success Manager to join our growing team. As the Customer Success Manager you will lead and contribute to a positive customer experience. This role reports directly to the Director of Customer Success.

- Develop a positive customer experience and maintain existing customer accounts with full ownership

- Maintain a proactive and customer-centric approach with all customers

- Lead and schedule customer meetings on a recurring cadence with a clear agenda, and create/share meeting minutes

- Drive adoption across multiple departments, stakeholders, and business users

- Manage monthly reporting as requested by customers

- Organize and prioritize customer complaints/feedback in a timely manner, and facilitate resolution by working collaboratively with internal teams (Sales, Operations, Product, Tech)

- Review customer volumes and address any discrepancies proactively with a customer 

- Answer questions and facilitate data requests, user feedback, and bug reporting to our product and engineering teams

- Proactively reach out to customers to gather their feedback on the existing platform

- Develop success metrics (OKRs) and measure them to maintain a “pulse” on customer health and success

- Work in collaboration with Sales, Product, Operations, and Tech teams to ensure a positive customer experience

- 2+ years experience as a Customer Success Manager or relevant work experience in SaaS, Software, Technology, Healthcare, Billing/Prior Authorizations, Product or Project Management related areas

- Solutions oriented with strong problem solving skills 

- Ability to be flexible with customers across different time zones

- Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses

- Ability to communicate and explain complex technical lingo and terminology in a simple non-tech manner

- Strong collaboration skills with the ability to communicate efficiently with multiple teams and stakeholders to drive exponential success for our customers

- Excellent organizational skills to organize and prioritize feedback from customers into actionable improvements and suggestions

Salary: $70k-$80k

- Paid vacation and paid sick time 

- Health/dental/vision coverage, Glidian pays 80% of the medical premium 

- Remote-first with flexible working hours 

- An open work environment where everyone has a voice 

- Reimbursement for tools to support a productive remote environment 

- Work with fun, hardworking, nice people who are committed to making a difference!   

Glidian is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 

Must be authorized to work in the U.S. No employment sponsorship.