Customer Success Manager – Retention & Growth
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Job Description
Customer Success Manager ensuring customer retention and growth in SaaS for pharmacies. Building relationships, monitoring customer health, and driving adoption across a remote portfolio.
Responsibilities:
- Serve as the primary owner of the customer relationship, with accountability for retention and long-term success—not just utilization or CSAT
- Build trusted, executive-level relationships with pharmacy leadership, supply chain leaders, and health system stakeholders
- Deeply understand each customer’s strategic goals, financial drivers, and operational challenges, and connect them to measurable SureCost outcomes
- Monitor customer health using qualitative and quantitative signals, and lead cross-functional remediation plans for at-risk accounts
- Conduct polished, insight-driven QBRs that demonstrate ROI, value realization, and strategic alignment
- Act as the voice of the customer internally, influencing Product, Process, and Support priorities
- Develop and maintain success plans tied to business outcomes, not just feature adoption
- Identify trends in usage, value realization and early indicators of churn risk
- Partner closely with Implementation, Support, Product and Sales to remove adoption barriers and improve the customer experience
- Share best practices and insights that help customers achieve measurable savings and operational improvements
- Identify renewal and expansion opportunities and collaborate with Sales to support long-term growth
- Manage a portfolio of customers, ensuring retention and expansion targets are consistently achieved
- Translate data into insights that demonstrate platform value and business impact
- Contribute to the development of scalable playbooks and customer programs
Requirements:
- 3+ years of experience in a dedicated Customer Success Manager (or equivalent) role within a SaaS company, with direct experience supporting healthcare technology, pharmacy operations or inventory management SaaS products
- Proven ownership of post-implementation customer outcomes, with accountability tied to retention, renewals, expansion or revenue-based metrics
- Hands-on product fluency —comfortable working directly in a proprietary SaaS platform to assess usage, guide best practices and ensure customers are realizing full value
- Strong executive presence and communication skills, with demonstrated experience regularly presenting to senior leaders at large, complex customer organizations (e.g., health system executives), including leading QBRs and strategic value discussions
- Analytical and strategic mindset, with experience translating usage data, operational metrics, and financial outcomes into clear ROI narratives
- Entrepreneurial mindset and comfort operating in evolving, build-as-you-go environments where processes and tools are still being developed
- Collaborative approach, with experience partnering closely across Product, Sales, Implementation and Support to drive customer success
- Experience using CRM and customer success tools (e.g., Salesforce, HubSpot) to manage accounts, track health, and drive follow-through
Benefits:
- Fully Remote work environment
- Flexible PTO (Highly suggested 3-week minimum)
- Flexible Hours to fit your work-life balance
- 100% medical insurance premiums covered for employees (with a PPO or HDHP/HSA plan to choose from and an employer contribution if you elect the HDHP/HSA plan!)
- 70% medical insurance premiums covered for dependents
- Low-cost vision and dental coverage for employees
- Automatic 3% employer contribution to 401k
- 12 weeks of fully paid parental leave
- All necessary technology and equipment provided for your home office, including laptop, monitors, keyboard, mouse, and accessories
- Professional development reimbursement to support continued learning
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