Customer Success Manager

Claritas Rx•San Francisco, CA

2d•$110,000 - $120,000•Remote

About The Position

Every day, Life Science companies use Claritas Rx solutions to improve and enhance the treatment journey for patients. We have built a strong customer team of domain experts that can help scale a premier channel management solution. At Claritas Rx, Customer Success Managers (CSMs) are the strategic business relationship owners responsible for ensuring customers realize value, drive adoption, and achieve desired business outcomes from our solutions. CSMs serve as the primary external partner for customer stakeholders, focusing on success planning, satisfaction, renewals, and growth opportunities. CSMs own the customer experience and partnership, while partnering closely with Delivery Directors and Project Managers to ensure execution aligns with customer priorities. CSMs act as trusted partners to customers—shaping shared priorities, setting expectations on scope and impact, and ensuring the customer’s voice is heard internally. Please note: This is a remote role for candidates based in the San Francisco Bay Area.

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.
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”)

Nice To Haves

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).

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.
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.