Customer Success Manager, Acute

Customer Success Manager Acute

Title: Customer Success Manager Acute

Department: Customer Success

Reports to: Director of Customer Success

Location: Fully Remote (United States)

Who We Are:

SureCost is the leading provider of pharmacy purchasing and inventory management solutions. We help pharmacies simplify purchasing and maximize profitability through smarter data-driven decisions. Our SaaS platform connects purchasing inventory and analytics into one seamless experience empowering pharmacies to buy better save more and operate with confidence. If youre looking for a role where you can make a meaningful impact in communities across the country all while earning a competitive salary youve come to the right place.

At SureCost we think work/life balance should have well balance. With team members across the United States we value the freedom of fully remote work flex hours and flexible PTO.

What Youll Do:

SureCost is seeking a Customer Success Manager who is passionate about building lasting relationships and driving measurable value for our customers in the Acute healthcare space. The ideal candidate will have experience managing customer relationships driving product adoption and using data to guide strategic decisions. This role requires strong communication skills a proactive mindset and the ability to collaborate across Implementation Support Product and Sales to ensure an exceptional customer experience. If you have experience working with pharmacies inventory management or healthcare technology - wed love to hear from you! Heres what you can expect day to day in this role:

Own the Customer Relationship

• Build trusted long-term partnerships with pharmacy leaders and operations teams
• Deeply understand each customers goals workflows and challenges and tie those to SureCost solutions
• Analyze accurate measures of Customer Satisfaction (CSAT / NPS) and manage customer health; develop remediation plans for at-risk customers when necessary aligning the organization around those plans
• Conduct Quarterly Business Reviews (QBRs) for enterprise customers that highlight ROI product adoption and next-step opportunities
• Act as the customers voice within SureCost advocating for needs and influencing Product and Process roadmap priorities
  

Drive Adoption & Value

• Develop clear success plans and adoption strategies for each customer
• Identify product usage trends and early signs of churn risk
• Partner with Implementation Support Sales and Product to remove adoption barriers and deliver exceptional experiences
• Share best practices that help customers realize continuous improvement and measurable savings
• Identify expansion opportunities and partner with Sales Executives to drive them to close
  

Deliver Measurable Results

• Manage a portfolio of customers ensuring retention and expansion targets are consistently achieved
• Translate data into insights that demonstrate platform value and business impact
• Contribute to the development of scalable playbooks and customer programs

What Youll Need:

• 3 years of experience in a Customer Success or similar SaaS role
• Proven ability to manage a portfolio of strategic accounts with a focus on retention growth and advocacy
• Strong communication and executive presence; comfortable engaging with both pharmacy operators and C-suite leaders
• Analytical mindset with experience using data to drive decisions and demonstrate ROI
• Collaborative team player who partners effectively with Product Sales Implementation and Support
• Familiarity with pharmacy supply chain or healthcare technology
• Experience with CRM and CS tools (e.g. HubSpot SFDC)

How Success Is Measured:

• Customer retention and renewal rates
• Expansion ARR and product adoption metrics
• Customer satisfaction and advocacy (NPS testimonials references)

Perks and Benefits:

We are proud to offer generous benefits including:

• Fully Remote work environment
• Flexible PTO (Highly suggested 3-week minimum)
• Flexible Hours to fit your work-life balance
• 100% medical insurance premiums covered for employees (with a PPO or HDHP plan to choose from!) starting the 1st of the month after your start date
• 70% medical insurance premiums covered for dependents
• Low-cost vision and dental coverage for employees and dependents
• Automatic 3% employer contribution to 401k starting the 1st of the month after 60 days of employment
• 12 weeks of fully paid parental leave
• All necessary technology and equipment provided for your home office including laptop monitors keyboard mouse and accessories
• Professional development reimbursement to support continued learning

The estimated base salary range for this role is $85000/year in addition to an annual bonus based on individual and company performance. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors including the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held business needs geographic market and often a combination of all of these factors. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

Please note: SureCost is currently hiring only in the following states: California Colorado Florida Georgia Illinois Louisiana Maryland Nevada New Hampshire New Jersey New York North Carolina Ohio Pennsylvania Rhode Island Tennessee Texas Utah Virginia Washington and Wisconsin. Candidates must reside in one of these states to be considered for this position.

Colorado Residents: In any materials you submit you may redact or remove age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

SureCost is an equal opportunity employer dedicated to a policy of non-discrimination on the basis of race color religion sex national origin ancestry age disability or any other characteristic protected by law.

We are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We participate in E-Verify (Employment Verification). We will provide the Social Security Administration (SSA) and if necessary the Department of Homeland Security (DHS) with the information from each new employees Form I-9 to confirm work authorization.

Please be advised that if selected for this position a background check will be conducted as a condition of employment upon acceptance of a contingent job offer. Any consideration of the background check will be an individualized assessment based on the Applicant of Employees specific record and the duties and requirements of the specific job.