Customer Success Manager – Patient Access Programs

Flora Health is seeking a Customer Success Manager (CSM) focused on Patient Access Programs to serve as the primary operational owner for pharmaceutical manufacturer programmes that support patient access, affordability, and therapy initiation. This role sits at the intersection of client management and healthcare operations, coordinating between pharmaceutical clients, internal teams, technology partners, and patient access stakeholders to deliver meaningful programme outcomes.

Key Responsibilities

• Serve as the day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programmes
• Lead programme onboarding, implementation, launch, and ongoing management activities
• Develop and maintain programme plans, timelines, deliverables, and stakeholder communications
• Facilitate regular client meetings, status reviews, and business review sessions
• Monitor programme performance and proactively surface opportunities for optimisation and growth
• Ensure client objectives, contractual commitments, and operational requirements are consistently met
• Provide guidance on patient access workflows including copay and affordability programmes, patient support programmes (PSPs), hub services, prior authorisation processes, PAP programmes, pharmacy programmes, benefits investigation workflows, bridge and quick-start programmes, specialty pharmacy coordination, and enrolment and referral management
• Identify workflow improvements that reduce friction for patients, providers, and care teams
• Share proactive insight on industry trends, tools, and standards to improve client outcomes and expectations
• Partner with internal Product, Operations, Analytics, Medical Strategy, and Engineering teams to support programme execution
• Coordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholders
• Translate client requirements into actionable briefs for internal teams, escalating risks and driving timely resolution
• Track key programme metrics and performance indicators, analysing campaign, enrolment, and access-related data
• Develop client-facing reports and executive summaries, presenting insights and recommendations to clients and leadership
• Maintain accurate project documentation and ensure compliance with privacy, regulatory, and contractual requirements
• Contribute to the development of best practices, playbooks, and standard operating procedures

Requirements

• 3 to 7 years of experience in patient access, pharmaceutical services, healthcare operations, customer success, account management, programme management, or hub services
• Direct experience supporting at least one of the following: copay programmes, patient support programmes, hub services, prior authorisation programmes, PAP programmes, pharmacy programmes, specialty pharmacy operations, benefits investigation workflows, or manufacturer patient access programmes
• Strong understanding of the pharmaceutical patient access ecosystem
• Proven experience managing external clients and multiple concurrent projects simultaneously
• Excellent communication, presentation, and stakeholder management skills
• Ability to navigate complex healthcare workflows and operational processes
• Strong organisational skills with exceptional attention to detail
• Experience with patient access technology platforms, CRM systems, reporting dashboards, and workflow management tools is preferred
• Experience with rare disease, specialty, or high-cost therapies is a plus
• Understanding of payer coverage, reimbursement, utilisation management, and access barriers is advantageous

How to Apply

Apply through the employer’s official page: https://recruiting.paylocity.com/Recruiting/Jobs/Details/4247660.