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Customer Success Manager
Location
United States
Posted
8 days ago
Salary
$110K - $120K / year
Seniority
Lead
No structured requirement data.
Job Description
Customer Success Manager
Claritas Rx
Role Description Every day, Life Science companies use Claritas Rx solutions to improve and enhance the treatment journey for patients. We have built a strong customer team of domain experts that can help scale a premier channel management solution. At Claritas Rx, Customer Success Managers (CSMs) are the strategic business relationship owners responsible for ensuring customers realize value, drive adoption, and achieve desired business outcomes from our solutions. CSMs serve as the primary external partner for customer stakeholders, focusing on success planning, satisfaction, renewals, and growth opportunities. CSMs own the customer experience and partnership, while partnering closely with Delivery Directors and Project Managers to ensure execution aligns with customer priorities. CSMs act as trusted partners to customers—shaping shared priorities, setting expectations on scope and impact, and ensuring the customer’s voice is heard internally. Key Accountabilities - 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. Qualifications - 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”) Requirements - 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). Benefits - Competitive salary of $110,000 to $120,000. - Benefits package. - Opportunity to make a significant impact on a first-in-industry digital health solution.
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