Customer Success Manager

About Dr First

For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end-to-end solutions that enhance prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth.

Here you'll get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you!

The Customer Success Manager II serves as a trusted advisor to customers, providing strategic guidance, product expertise, and ongoing support to help customers achieve their business objectives. This role drives successful onboarding, adoption, engagement, and retention by understanding customer needs, proactively addressing challenges, and connecting customers with the right solutions and resources.

The CSM II works independently while collaborating closely with cross-functional teams to improve the customer experience, influence product enhancements, and deliver measurable customer outcomes.

• Serve as a trusted advisor and primary customer advocate, building strong, long-term relationships with assigned customers.
• Lead customer onboarding, training, enablement, and adoption activities to ensure customers realize value from products and services.
• Develop a deep understanding of customer goals, business priorities, challenges, and use cases.
• Proactively identify customer needs, risks, and opportunities and develop solutions to improve adoption, engagement, satisfaction, and retention.
• Apply strong product knowledge and problem-solving skills to resolve customer concerns and remove barriers to success.
• Guide customers through onboarding and adoption of electronic prior authorization (ePA) workflows across medical and pharmacy benefits to ensure timely, measurable value realization.
• Partner with customers to optimize their use of ePA automation, helping reduce manual prior authorization burden and improve turnaround times.
• Monitor customer utilization and performance metrics (e.g., authorization volume, approval rates, turnaround time) to identify areas for improved adoption or workflow optimization.
• Maintain working knowledge of payer requirements and prior authorization rules across medical and pharmacy benefits to effectively advise customers and anticipate potential issues.
• Partner with internal teams, including Product, Support, Sales, and other stakeholders, to coordinate resources and develop solutions that address customer needs.
• Communicate customer feedback, trends, and emerging needs to internal stakeholders and advocate for product improvements and enhancements.
• Identify opportunities to increase customer value, strengthen engagement, and support retention.
• Develop and maintain customer success resources, tools, and processes that improve the overall customer experience.
• Monitor customer health, engagement, and outcomes and take appropriate action to address risks or accelerate opportunities.
• Manage moderately complex customer initiatives independently, escalating issues when appropriate.
• Contribute to continuous improvement of customer success processes, programs, and best practices.

• Bachelor's degree or equivalent combination of education and experience.
• Typically 4–7 years of relevant experience in customer success, account management, consulting, implementation, technical support, or a related field.
• Experience with medical and/or pharmacy electronic prior authorization (ePA) workflows, tools, or platforms.
• Payer-side experience or familiarity with payer prior authorization requirements, utilization…