Customer Success Manager, Acute – Retention & Growth

SureCost•Saint Petersburg, FL

1d•$85,000•Remote

About The Position

SureCost is seeking a Customer Success Manager, Acute – Retention & Growth to support our growing Acute portfolio. This role goes beyond traditional customer satisfaction and product utilization. You will be accountable for overall customer success, with a strong alignment to customer retention, renewals and long-term financial outcomes. This role requires prior experience in a dedicated Customer Success Manager (or equivalent) role within a SaaS company, supporting customers in pharmacies, inventory management or healthcare technology. Candidates should be comfortable working hands-on in a proprietary SaaS platform—learning complex functionality, guiding customers on best practices, and ensuring they are realizing full value—while operating in a post-implementation, outcomes-focused customer success role. Experience in these domains is critical to building credibility with Acute customers and driving meaningful, outcome-oriented conversations. Success in this role requires a mindset of ownership and foresight, ensuring customers consistently realize value and remain deeply aligned with SureCost as a long-term strategic partner. This is a brand new role and as a result, is highly entrepreneurial. Our Acute customer success approach is still evolving, and you will help us “build the plane while flying it”—developing the right analyses, tools, playbooks and assets to support customers at scale. A learning mindset, comfort with ambiguity and the ability to turn insights into action are critical. Finally, this role requires strong executive presence, with the ability to confidently and credibly engage senior leaders at large health systems, including CPOs and other executive stakeholders. You will regularly represent SureCost in high-stakes, value-driven conversations, particularly during Quarterly Business Reviews (QBRs) and renewal discussions.

Requirements

3+ years of experience in a dedicated Customer Success Manager (or equivalent) role within a SaaS company, with direct experience supporting healthcare technology, pharmacy operations or inventory management SaaS products
Proven ownership of post-implementation customer outcomes, with accountability tied to retention, renewals, expansion or revenue-based metrics
Hands-on product fluency—comfortable working directly in a proprietary SaaS platform to assess usage, guide best practices and ensure customers are realizing full value
Strong executive presence and communication skills, with demonstrated experience regularly presenting to senior leaders at large, complex customer organizations (e.g., health system executives), including leading QBRs and strategic value discussions
Analytical and strategic mindset, with experience translating usage data, operational metrics, and financial outcomes into clear ROI narratives
Entrepreneurial mindset and comfort operating in evolving, build-as-you-go environments where processes and tools are still being developed
Collaborative approach, with experience partnering closely across Product, Sales, Implementation and Support to drive customer success
Experience using CRM and customer success tools (e.g., Salesforce, HubSpot) to manage accounts, track health, and drive follow-through

Responsibilities

Own Overall Customer Success
Serve as the primary owner of the customer relationship, with accountability for retention and long-term success—not just utilization or CSAT
Build trusted, executive-level relationships with pharmacy leadership, supply chain leaders, and health system stakeholders
Deeply understand each customer’s strategic goals, financial drivers, and operational challenges, and connect them to measurable SureCost outcomes
Monitor customer health using qualitative and quantitative signals, and lead cross-functional remediation plans for at-risk accounts
Conduct polished, insight-driven QBRs that demonstrate ROI, value realization, and strategic alignment
Act as the voice of the customer internally, influencing Product, Process, and Support priorities
Drive Adoption, Value and Retention
Develop and maintain success plans tied to business outcomes, not just feature adoption
Identify trends in usage, value realization and early indicators of churn risk
Partner closely with Implementation, Support, Product and Sales to remove adoption barriers and improve the customer experience
Share best practices and insights that help customers achieve measurable savings and operational improvements
Identify renewal and expansion opportunities and collaborate with Sales to support long-term growth
Build and Scale Our Customer Success Approach
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

Benefits

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/HSA plan to choose from and an employer contribution if you elect the HDHP/HSA plan !)
70% medical insurance premiums covered for dependents
Low-cost vision and dental coverage for employees
Automatic 3% employer contribution to 401k
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