Customer Success Manager

Role overview Own the ongoing relationship with a portfolio of healthcare customers, helping them adopt pharmacy operations solutions and achieve measurable results. The role combines customer planning, retention, executive engagement, and account growth, with a focus on turning data and customer goals into clear value.

Responsibilities - Build customer success plans that connect client objectives with available solutions and strategic priorities. - Track outcomes and deliver quarterly scorecards that explain performance, insights, and value achieved. - Lead business reviews focused on results, risks, customer priorities, and future opportunities. - Monitor account health and engagement, and use retention playbooks to address emerging risks. - Prepare customers for timely renewals through early, consistent communication about value. - Identify expansion opportunities and partner with Sales to develop them while maintaining continuity across renewals and growth.

Requirements - Demonstrated success managing complex customer relationships and improving retention and account growth. - Strong analytical and consultative skills, including the ability to translate data into a clear customer value story. - Confidence communicating with senior customer stakeholders and articulating recommendations concisely. - Ability to work effectively on a remote team and travel approximately 15–20% of the time. - A bachelor’s degree or higher, or comparable developmental and professional experience. - Initiative, resilience, adaptability, and sound judgment in a fast-changing environment; ability to own work from planning through execution.

Nice to have - Experience with Salesforce or another CRM, healthcare, pharmacy, pharmacy benefit management, or 340B settings. - Familiarity with customer segmentation models or roles responsible for account expansion.

Benefits and work setup - Remote-first and flexible work arrangements for eligible positions, with recurring team gatherings. - Benefits include unlimited paid time off, paid holidays and family leave, medical, dental, and vision coverage, retirement savings with employer match, life and long-term disability coverage, and an employee assistance program.