Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of accountability for customers, focusing on driving overall success, value realization, and fostering long-term partnerships.

• Develop and nurture robust relationships with key stakeholders at customer organizations, including executive sponsors, business leaders, and operational teams.

• Assist customers in achieving their business objectives and outcomes by:

• - Collaborating with Implementation and Delivery teams to align on goals, success metrics, and expectations during onboarding, ensuring a seamless transition to steady-state operations.

• - Leading the ongoing customer relationship after launch, directing priorities, monitoring account health, and escalating risks or strategic concerns as necessary.

• - Advocating for customer priorities within the organization, ensuring that the appropriate teams are engaged and informed, while providing visibility into critical requests, risks, and dependencies.

• - Promoting the adoption of Claritas Rx solutions, offering guidance on new features, and identifying opportunities to utilize data and insights for business impact.

• - Facilitating customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), establishing agendas, aligning stakeholders, and ensuring clear follow-up on action items.

• - Collaborating with Product teams to provide customer-driven insights for roadmap planning, feature prioritization, and scalable solutions across accounts.

• - Serving as a subject matter expert on commercial data to support strategic recommendations and decision-making.

• The Customer Success Manager (CSM) will need to travel to customer locations, industry events, or company offices (up to 25% quarterly) based on business priorities.

⛳️ Requirements

• Extensive knowledge of biopharmaceutical marketing, managed markets, or distribution channels.

• Strong analytical and problem-solving abilities, utilizing a creative and data-driven approach.

• Exceptional attention to detail coupled with clear and concise written and verbal communication skills.

• Advanced quantitative analysis capabilities and expert-level proficiency in Microsoft Excel.

• Proven track record in building and maintaining strategic customer relationships as well as managing client-focused projects.

• Demonstrated skills in:

• - Problem-solving and resolution

• - Project coordination and organizational abilities

• - Setting expectations and aligning priorities

• - Active listening and understanding of customer needs

• - Knowledge of solutions and the capacity to apply insights to business challenges

• - Empathy and relationship-building

• - Tenacity and persistence to drive outcomes (“grit”)

• 5+ years of experience in a healthcare consulting, commercial, or client-facing role.

• Familiarity with healthcare data sources (transactional, clinical, behavioral); direct experience with Hub or Specialty Pharmacy data is highly preferred.

• Experience in a commercial capacity within a pharmaceutical/biotech manufacturer or health tech startup.

• MBA or another relevant graduate-level degree (including public health, engineering, operations, IT, or statistics).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holidays.

• Opportunities for professional development and ongoing training.

• Collaborative and innovative work environment.