Sr. Customer Success Manager, B2B2C eCommerce

McKesson•Richmond, IL

6d•$103,800 - $173,000•Remote

About The Position

McKesson Medical-Surgical is seeking a Senior Customer Success Manager to manage and grow a portfolio of strategic eCommerce accounts within our B2B2C Consumer Markets business. This role is responsible for driving profitable revenue growth, optimizing digital channel performance, and strengthening long-term customer partnerships. As a strategic account owner, you will lead account planning, influence cross-functional teams, and deliver measurable business outcomes for some of our most important customers. The ideal candidate combines strong commercial acumen, customer relationship management expertise, and eCommerce experience to help customers achieve their business goals while driving growth for McKesson. Candidates must be located within the US and open to travel approximately 25% for customer visits and internal team meetings.

Requirements

Degree or equivalent experience.
Typically requires 7+ years of relevant experience in Customer Success, Account Management, Client Management, Strategic Partnerships, Sales, or related commercial roles.
Experience managing large, complex, or strategic customer accounts.
Experience developing customer growth strategies and driving business results.
Experience presenting recommendations, performance insights, and business updates to customer stakeholders.
Strong analytical and financial acumen with experience evaluating revenue performance and business trends.
Ability to partner effectively across multiple departments to achieve customer and business objectives.

Nice To Haves

Experience supporting eCommerce, digital commerce, online retail, marketplace, or B2B2C business models.
Healthcare, healthcare technology, medical distribution, retail, consumer products, SaaS, or supply chain experience.
Experience leading executive business reviews and customer growth planning.
Salesforce, CRM, business intelligence, or analytics platform experience.
Experience managing high-value customer portfolios and strategic enterprise accounts.
Demonstrated success driving customer retention, account expansion, upsell, cross-sell, and long-term partnership growth.
Executive presence with the ability to influence senior stakeholders.

Responsibilities

Manage a portfolio of strategic eCommerce customers, including Pureplay and Marketplace Reseller accounts, with accountability for revenue growth, retention, and customer satisfaction.
Develop and execute account strategies that align customer priorities with business objectives.
Drive profitable growth through account expansion, strategic initiatives, and opportunity identification.
Monitor business performance, analyze data and trends, and provide actionable recommendations that improve customer outcomes and business results.
Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and executive-level customer discussions.
Build and maintain trusted relationships with senior customer stakeholders and decision makers.
Partner cross-functionally with Pricing, Operations, Inventory, IT, Customer Service, and other teams to ensure successful execution and issue resolution.
Lead complex customer initiatives and influence decisions across multiple stakeholders and business functions.
Identify risks proactively and develop mitigation plans to protect revenue, customer satisfaction, and long-term growth.