Float Health

Customer Success Manager

• Own quarterly referral targets for your accounts and take initiative to course-correct when metrics trend unfavorably
• Design and execute growth strategies account by account: identify the barriers suppressing volume, implement solutions, and measure the referral impact of every play you run
• Work directly with User Buyers and Detailed Buyers (branch managers, Directors of Nursing, patient care coordinators, and nursing coordinators) to make Float the preferred home infusion partner, optimize referral workflows, and drive utilization of the Float Pharmacy Portal
• Develop Float Champions inside each account who advocate for Float internally and pull volume toward us
• Onboard GTAs to drive fast time-to-value: first referrals within 30 days of launching a new geo
• Analyze patterns across your portfolio to identify root causes affecting multiple branches, then turn winning plays into repeatable success motions applied across accounts
• Measure and understand the health of each account in depth: staffing rate, active SP Operators, Portal referral share, patient churn, and partnership maturity progression
• Maintain accurate and current account records in our CRM (HubSpot) so portfolio health, referral trends, and relationship history are always visible to you and to leadership
• Build and maintain trusted relationships with specialty pharmacy User Buyers across your portfolio
• Run the Partnership Experience Meeting (PEM) cadence: performance review, growth opportunities, product updates, and strategic alignment, with every PEM oriented toward expansion
• Maintain comprehensive Partnership Profiles with clear goals, growth initiatives, health metrics, and relationship maps
• Run the Partnership Kick-off Meetings cadence for all GTAs
• Travel to meet pharmacy partners for in-person meetings, problem discovery, demos, user feedback sessions, and relationship-building activities
• Captain cross-functional initiatives for your accounts, coordinating with Clinical Operations, Enterprise BD, Scheduling, Intake, Billing, and Technology so that issues affecting growth are resolved quickly and relationships stay strong
• Serve as the voice of the partner in product roadmap discussions, channeling pharmacy problems, insights, and usage patterns in order to increase adoption and utilization
• Own and evolve our Partner Success playbooks alongside leadership, turning learnings into repeatable growth levers and engagement tactics that drive partner engagement and referral growth
• Partner with leadership to translate Partner Success Lodestars (the capabilities that makes our “How to win” possible) into portfolio-level strategies and quarterly plans, including account tiering logic, target-setting methodology, and account prioritization
• Keep partnership notes, account records, and deals current in HubSpot so portfolio health is always visible across teams and is both human- and agent-readable

Partner Success Manager