Customer Success Manager

Claritas Rx is a venture-backed digital health startup focused on improving the patient experience with specialty biopharmaceutical products. They are seeking a Customer Success Manager to build strong relationships with customers, ensure value realization, and drive adoption of their solutions, while advocating for customer priorities internally.

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)