Customer Success Manager

Claritas Rx is a venture-backed digital health startup focused on enhancing the patient experience in specialty biopharmaceutical products. The Customer Success Manager (CSM) is responsible for driving customer value and adoption of solutions, building strong relationships with stakeholders, and ensuring successful outcomes for clients. CSMs partner with various teams to align customer priorities and advocate for their needs 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

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')
• The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities
• 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)