Customer Success Manager
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Job Description
Customer Success Manager at Claritas Rx focusing on client satisfaction and strategic growth for a digital health startup. Building relationships and driving adoption of innovative biopharmaceutical solutions.
Responsibilities:
- Serve as the primary point of customer accountability, responsible for driving overall success, value realization, and long-term partnership growth.
- Build and maintain strong relationships with key customer stakeholders, including executive sponsors, business leaders, and operational teams.
- Help your customers achieve their business goals and outcomes by:
- Partnering with Implementation and Delivery teams to align on objectives, success criteria, and expectations during onboarding, ensuring a smooth transition to steady-state.
- Leading the ongoing customer partnership post-launch, guiding priorities, monitoring account health, and escalating risks or strategic issues as appropriate.
- Advocating for customer priorities internally, ensuring the right teams are engaged and informed, and providing visibility into key requests, risks, and dependencies.
- Driving adoption of Claritas Rx solutions, providing guidance on new features, and identifying opportunities to leverage data and insights for business impact.
- Leading customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), setting agendas, aligning stakeholders, and ensuring clear follow-up on action items.
- Partnering with Product to provide customer-driven input on roadmap planning, feature prioritization, and scalable solutions across accounts.
- Acting as a subject matter expert on commercial data to support strategic recommendations and decision-making.
- The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities.
Requirements:
- Deep knowledge of biopharmaceutical marketing, managed markets, or distribution channels.
- Strong analytical and problem-solving skills, with a creative and data-driven approach.
- Exceptional attention to detail and clear, concise written and verbal communication.
- Advanced quantitative analysis skills and expert-level proficiency with Microsoft Excel.
- Proven ability to build and maintain strategic customer relationships and manage client-focused projects.
- Demonstrated capabilities in:
- Problem-solving and resolution
- Project coordination and organizational skills
- Expectation-setting and alignment of priorities
- Active listening and understanding customer needs
- Solution knowledge and the ability 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 strongly preferred.
- Experience in a commercial capacity within a pharma/biotech manufacturer or health tech startup.
- MBA or other relevant graduate-level degree (including public health, engineering, operations, IT, or statistics).
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