Senior Customer Success Manager

NourishedRx • Stamford, CT

13d

About The Position

NourishedRx is seeking an experienced, motivated Senior Customer Success Manager passionate about improving health outcomes and building strong customer partnerships. The role manages strategic customer relationships, supports customer satisfaction and program success, and drives retention, renewals, and account growth. It combines relationship management, analytical thinking, commercial awareness, and hands-on problem-solving.

The Senior Customer Success Manager reports to the Vice President of Customer Success. The role works closely with the Solutions & Delivery team and cross-functional partners across Growth, Clinical, Operations, Product, and Technology to help customers achieve their goals and ensure programs deliver meaningful results.

Requirements

• Bachelor's degree in healthcare, business, or a related field.
• At least 5 years of experience in customer success, strategic account management, consulting, or related roles, including at least 3 years in healthcare.
• Proven ability to manage complex customer relationships, engage executive stakeholders, and drive strategic discussions.
• Demonstrated success improving customer satisfaction, retention, renewals, and account growth.
• Strong analytical skills, including the ability to interpret program performance and outcomes data, identify insights, and develop actionable recommendations.
• Experience working across multiple teams to solve problems and drive results without direct authority over all resources.
• Excellent communication, presentation, relationship-building, and problem-solving skills.
• Ability to balance strategic account management with hands-on execution and problem-solving.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
• Comfort navigating ambiguity, taking initiative, and working independently.
• Ability to travel up to 25% of the time.

Nice To Haves

• Experience working with health plans, healthcare organizations, digital health companies, or value-based care programs.
• Understanding of nutrition insecurity, Food is Health, and diet-related chronic conditions.

Responsibilities

• Manage strategic healthcare accounts and build strong relationships with key stakeholders and executives.
• Own customer relationships from onboarding through renewals and expansion.
• Develop account plans to drive satisfaction, retention, and revenue growth.
• Lead customer meetings, QBRs, and executive discussions to demonstrate program value.
• Serve as a trusted advisor by proactively identifying customer needs and opportunities.
• Monitor customer satisfaction, program performance, and contractual commitments.
• Analyze data and outcomes to identify risks and opportunities for improvement.
• Partner with Solutions & Delivery on implementations, ongoing delivery, and issue resolution.
• Lead customer communications and escalations, ensuring timely resolution and follow-through.
• Drive improvements in customer experience, program performance, and outcomes.
• Share customer feedback and insights to inform product, service, and growth strategies.
• Identify and pursue renewals, expansions, and new program opportunities.
• Collaborate across teams to develop solutions and support account growth.
• Stay informed on healthcare trends, customer priorities, and market opportunities.
• Maintain accurate customer documentation, including contacts, contracts, requirements, and account plans.
• Improve customer success processes, reporting, and communication.
• Coordinate across Growth, Solutions & Delivery, Clinical, Operations, Product, Technology, and Data.
• Mentor junior team members and share customer success best practices.

Benefits

• Competitive salary, bonus, and benefits package.
• Opportunity to work with a talented, mission-driven team in a growing organization.
• Opportunity to make a meaningful impact on healthcare and the lives of members.

What This Job Offers

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