Customer Success Manager

Nuvem

25d • Remote

About The Position

NuvemRx helps community health providers deliver on their mission by simplifying the complexity of pharmacy operations —with a suite of scalable solutions that integrate software, intelligence and expert support that can illuminate savings, expand access, and elevate patient care. At NuvemRx, we know high standards must be maintained to deliver impact at scale, and we want to work with people that embody our core values: Mission Always, Be A Pioneer, Do the Right Thing the Right Way, and Stronger Together. Because we are a fast-growing company with a bold mission and a lot of work to do, every employee of NuvemRx must also have growth company DNA, which requires either success working in a fast-paced VC/PE-backed early-stage company with high expectations or the underlying qualities that create that success including: high-motor, comfort with ambiguity, resilience in all of its forms, and a growth mindset. Things change quickly and frequently at NuvemRx, so we need team members that are at the top of their game and can shift gears, alter direction, and keep going at pace. You must be a playbook writer and executor, able to make plans that both meet the current moment and contemplate the future and then implement them. No matter your job level, you will own your work from beginning to end, take feedback well, prioritize what matters, never rest on your laurels, stay positive and resilient, and make data-driven decisions. We are looking for a smart, driven Customer Success Manager to serve as the primary owner of the customer relationship, ensuring customers understand, adopt, and realize measurable value from Nuvem’s solutions, while identifying opportunities to expand usage and services over time.

Requirements

• Growth company DNA as described above
• Highly organized, proactive, and comfortable managing multiple priorities.
• A track record of consistently delivering results against quarterly and annual goals.
• Excellent written and verbal communication skills, with the ability to clearly understand and explain complex concepts in a simple and concise manner in executive-level discussions.
• Proven ability to manage complex customer relationships and drive retention and growth.
• Strong analytical and consultative skills with the ability to translate data into customer value narratives.
• Bachelor’s degree or higher from a selective college or university, or similarly developmental and distinguished life experience.
• The ability to successfully work on a remote-based team with a willingness to travel up to 15-20% of the time.

Nice To Haves

• Experience with CRM tools such as Salesforce
• Familiarity with healthcare, pharmacy, PBM, or 340B environments.
• Experience working within tiered customer engagement or segmentation models.
• Background in growth-oriented customer roles with upsell or expansion responsibility.

Responsibilities

• Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals.
• Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized.
• Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction.
• Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities.
• Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk.
• Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership.
• Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement.
• Maintain consistent executive-level engagement with customers to reinforce partnership and confidence.
• Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization.
• Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions.
• Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio.
• Clearly articulate the value of additional solutions, services, or capabilities to support customer growth.
• Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools.
• Follow defined engagement cadences and success frameworks based on customer tier and segmentation.
• Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling.
• Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.

Benefits

• Competitive salary commensurate with experience.
• Flexible work arrangements and a remote-first work environment (for select positions)
• Recurring company gatherings throughout the year to promote connection and collaboration
• Unlimited Paid Time Off
• Paid holidays
• Paid family and medical leave, including paid parental leave
• Fully covered medical, dental and vision benefits for employees
• Company sponsored 401(k) with a match
• Life and long-term disability coverage
• Employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level