Customer Success Manager

Role Overview

• 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”)