Full Time Hybrid Client Success Manager

Summary
We are seeking an experienced and service-driven Client Success Manager (CSM) to lead the implementation and operational success of our in-office biologic therapy suite for medical practices and healthcare providers. This role ensures that clinics are fully equipped, trained, and supported to offer high-quality, compliant infusion services to their patients from day one.
The ideal candidate has experience in healthcare client management, clinical operations, or specialty pharmacy services, and understands the complexity of infusion therapy within a practice setting.
Responsibilities
• Supervise the full onboarding and go-live process for new clients implementing the in-office biologic therapy suite
• Coordinate clinic readiness including facility setup, equipment installation, inventory protocols, and staffing models
• Work with internal teams (clinical, compliance, supply chain, IT) to ensure seamless implementation
• Serve as the primary point of contact for client practices during the implementation phase
• Build trusted relationships with physicians, administrators, and clinical staff
• Conduct regular check-ins to ensure satisfaction and address concerns quickly
• Guide clients through clinical workflow design, scheduling, billing practices, and patient management strategies
• Ensure regulatory compliance with biologic therapy standards (e.g., USP <797>, Medicare Part B/D, payer guidelines)
• Provide resources and best practices to help practices maximize patient access and financial viability
• Follow process for service delays and escalate as needed to ensure patients are treatment ready as quickly as possible
• Support training to client staff on partnership operations, EHR documentation, billing, and safety protocols
• Provide or coordinate ongoing support post-launch to drive adoption and performance
• Monitor practice performance metrics (e.g., encounter volume, patient throughput, billing success)
• Identify opportunities to enhance service delivery or expand treatment offerings
• Collaborate with analytics or product teams to provide actionable insights through implementation period

Minimum Qualifications
• Associates degree (or higher) or equivalent experience
• 3 or more years of experience in healthcare client success, clinical implementation, practice consulting, or biologic therapy operations
• 3 or more years of experience with in-office biologic therapy administration, specialty medications, and healthcare compliance
• 1 or more years of project management experience, with the ability to coordinate across departments and meet deadlines
• 3 or more years of experience with healthcare technology (EHRs, CRM tools, project management platforms)
Preferred Qualifications
• RN or other clinical background
• Experience working with specialty pharmacy or in-office biologic programs
• Knowledge of reimbursement models, buy-and-bill, and payer requirements
• PMP, Lean, or Six Sigma certification

Altus Biologics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting and hiring.

In addition, all employees are expected to adhere to the Altus Biologics' Code of Conduct, Compliance policies and all applicable federal, state, and local laws and regulations. Altus Biologics employees are expected to report any concerns about compliance or business practices to his or her immediate supervisor, appropriate management and/or the Chief Compliance Officer.


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