Territory Customer Success Manager

Key Responsibilities
Territory Performance & Account Management
· Build and maintain strong relationships with assigned provider accounts, referral sources, and OEM partners.

· Monitor territory performance and identify opportunities to improve growth, customer satisfaction, and operational performance.

· Serve as the primary relationship manager and escalation point for assigned accounts.

· Develop territory plans and support execution of territory objectives.

Customer Success & Growth
· Partner with providers, OEM partners, and internal teams to support new patient starts and territory growth.

· In territories without a Sales Territory Manager, lead account management and business development activities.

· In shared territories, collaborate with the Sales Territory Manager to strengthen provider relationships and support growth initiatives.

· Support Out-of-Warranty (OOW) replacement opportunities and other account development initiatives.

Documentation & Care Coordination
· Coordinate collection of required documentation from provider offices and OEM partners to support onboarding, reimbursement, resupply, and replacement programs.

· Partner with internal teams to remove barriers that delay patient progression through the order lifecycle.

· Support a seamless experience for providers and patients throughout the customer journey.

Cross-Functional Partnership
· Partner with the Intake Team to support documentation, eligibility verification, benefits investigation, prior authorizations, qualifications, and patient onboarding.

· Partner with the Customer Care Team to support initial resupply, retention initiatives, and resolution of customer service issues.

· Collaborate with Sales on territory growth, provider engagement, and strategic account planning.

· Partner with Revenue Cycle Management (RCM) to resolve reimbursement, billing, and insurance issues impacting patients and provider accounts.

· Coordinate with OEM partners on documentation, replacement programs, provider support, and territory initiatives.

Continuous Improvement
· Recommend process improvements that enhance the provider and patient experience.

· Use territory data and customer feedback to identify trends and opportunities.

· Participate in cross-functional initiatives that improve service delivery and territory performance.

Qualifications & Requirements
· Associate or bachelor’s degree in Business, Healthcare Administration, or related field preferred.

· 3+ years of experience in healthcare account management, customer success, provider relations, DME, medical device, or healthcare operations.

· Strong relationship-building, communication, and organizational skills.

· Ability to influence cross-functional teams without direct authority.

· Experience working with providers, insurance reimbursement, or DME preferred.

· Willingness to travel within assigned territory as needed.