# Manager, Account Management

**Company:** [SmithRx](https://hotfix.jobs/companies/smithrx)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Client Relationship Management, Healthcare Benefits, Pharmacy Benefits
**Posted:** 2026-06-01

> The Manager of Customer Success and Account Management leads a team focused on client retention, product adoption, and overall customer satisfaction. This role involves setting team goals, coaching members, and coordinating cross-functional efforts to resolve client issues and identify product gaps.

## Job Description

## What will you do:

* Establish clear team goals/priorities in alignment with broader Customer Success and Account Management strategy
* Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores
* Manage the achievement of key performance indicators for team’s portfolio identified accounts
* Perform regular team member coaching and identify team’s training opportunities
* Manage portfolio of accounts toward optimal coverage targets by planning appropriate team capacity
* Build trusting relationships with client operational leadership
* Maintain a comprehensive understanding of business challenges faced by customers
* Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
* Identify product gaps by conducting business impact assessments and proactively manage client expectations
* Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is established

## What will you bring to SmithRx:

* Bachelor degree or equivalent work experience required
* 5+ years in Customer Success/ Account Management leadership roles required
* 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
* A positive, can-do attitude
* An obsession with customer experience and customer satisfaction
* A passion for solving difficult problems together in collaboration with the broader teams
* Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
* Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
* Ability to work independently as well as part of an extended, cross-functional team
* Self-driven, results-oriented work ethic with a positive outlook
* Ability to take initiative with little to no direction
* Be transparent and honest in a positive, professional and polite manner
* Conflict resolution skills
* Empathic communicator with a consultative approach, able to see things from other person's point of view

## What SmithRx Offers You:

* Total Rewards package that includes incentive bonus and stock options
* Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, Life and Disability insurance 
* Discretionary Time Off 
* 401(k) Retirement Savings Program 
* Flexible Spending Benefits 
* Paid Parental Leave benefits
* Professional development and training opportunities

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