Customer Success Manager - Patient Access Programs

Flora Management is seeking a Customer Success Manager (CSM) — Patient Access Programs to serve as the primary operational owner for pharmaceutical manufacturer programs supporting patient access, affordability, and therapy initiation.

Full-time

Flora Management is seeking a Customer Success Manager (CSM) — Patient Access Programs to serve as the primary operational owner for pharmaceutical manufacturer programs supporting patient access, affordability, and therapy initiation.

This role is responsible for managing the successful execution of patient access solutions — including copay programs, patient support programs, hub services, prior authorization initiatives, bridge programs, patient enrollment workflows, specialty pharmacy engagement, PAP programs, and related access-focused campaigns. The CSM will act as the central point of coordination between pharmaceutical clients, resellers, internal product and operations teams, technology partners, and patient access stakeholders to ensure program objectives are achieved.

The ideal candidate combines strong client management skills with direct experience in patient access operations and a deep understanding of the barriers patients, providers, and manufacturers face throughout the patient's treatment journey.

This is a high-impact, client-facing role at the intersection of pharmaceutical strategy and patient outcomes. You will own the programs that directly affect a patient's ability to access and afford the therapies they need.

• Serve as the primary day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programs
• Lead program onboarding, implementation, launch, and ongoing management activities
• Develop and maintain program plans, timelines, deliverables, and stakeholder communications
• Facilitate regular client meetings, status reviews, and business reviews
• Monitor program performance and proactively identify opportunities for optimization and growth
• Ensure client objectives, contractual commitments, and operational requirements are consistently met

• Provide guidance and support related to patient access workflows, including:
• Copay and affordability programs
• Patient support programs (PSPs)
• Hub services and prior authorization processes
• PAP programs and pharmacy programs
• Benefits investigation workflows
• Bridge and quick-start programs
• Specialty pharmacy coordination and enrollment/referral management
• Understand common manufacturer patient access strategies and operational models
• Identify workflow improvements that reduce friction for patients, providers, and care teams
• Provide proactive guidance on industry trends, tools, and standards across the access landscape

• Partner with Product, Operations, Analytics, Medical Strategy, and Engineering teams to support program execution
• Coordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholders
• Translate client needs into actionable requirements for internal teams
• Escalate risks, dependencies, and issues while driving timely resolution

• Track key program metrics and performance indicators
• Analyze campaign, enrollment, utilization, and access-related data
• Develop client-facing reports and executive summaries
• Present performance insights and recommendations to clients and internal leadership

• Maintain accurate project documentation and program records
• Ensure compliance with applicable privacy, regulatory, and contractual requirements
• Support continuous improvement initiatives related to patient access workflows and customer experience
• Con…