Strategic Customer Success Manager
The Strategic Customer Success Manager will drive net revenue retention for enterprise healthcare clients, building trusted partnerships and ensuring maximum value from Clarium's AI-powered platform. This role involves strategic advising, hands-on client engagement, and cross-functional collaboration to achieve customer success and growth.
About the job
What You’ll Do
Account Leadership
- Drive net revenue retention across a portfolio of 5–7 enterprise accounts totaling $2-6M in contract value.
- Serve as the primary strategic point of contact for assigned healthcare accounts, driving proactive engagement and long-term account health
- Build relationships across operational, managerial, and executive stakeholders, engaging Clarium leadership to strengthen strategic alignment when necessary
- Lead monthly executive engagement and quarterly business reviews (QBRs) to showcase outcomes, highlight value, and identify risks and opportunities for growth
- Conduct regular check-ins, health reviews, and success planning discussions with client teams
- Coordinate tactical customer needs while maintaining a strategic view of account success
Customer Success & Value Realization
- Partner with customers to define success goals and measure progress toward adoption, ROI, and satisfaction
- Monitor usage data, performance metrics, and health scores; provide insights and recommendations to maximize platform impact
- Identify risks such as low adoption or dissatisfaction early, and collaborate with internal teams on remediation plans
- Champion Clarium's best practice standards with customers, actively steering toward proven approaches that accelerate time-to-value
- Surface and codify customer best practices to strengthen and evolve best practices over time
- Ensure customers are realizing measurable operational and business value from Clarium’s platform
Cross-Functional Collaboration
- Collaborate closely with Implementation, Support, Product, and Engineering teams to improve user adoption and resolve client issues, streamlining the customer experience
- Serve as the voice of the customer internally, translating patterns in adoption, friction, and unmet needs into structured product insights that inform roadmap prioritization.
- Provide structured and prioritized customer needs to Product and Engineering to influence roadmap priorities
- Partner cross-functionally to improve internal customer success processes as the company scales
Strategic Growth & Advocacy
- Identify and align adoption, expansion, and upsell opportunities in collaboration with Sales
- Cultivate customer advocates who can share success stories, enable public case studies, and act as references
- Drive long-term client engagement by reinforcing the value of Clarium’s solutions across the enterprise
Required Qualifications & Skills
- Bachelor’s degree in Business, Healthcare Administration, Supply Chain, Information Systems, or related field (or equivalent experience)
- 5–8 years of experience in customer success, account management, or a SaaS client-facing role
- Experience managing relationships with executive-level stakeholders at customer accounts
- Experience supporting healthcare, supply chain, or ERP workflows
- Experience managing commercial relationships and outcomes
- Excellent communication, relationship-building, and organizational skills
- Strong problem-solving ability and comfort working cross-functionally
- Track record of operating effectively in a fast-paced healthcare technology startup
- Comfortable balancing strategic thinking with hands-on execution
- Highly proactive with a strong sense of ownership and accountability
Preferred Qualifications
- Experience with SaaS platforms in healthcare or supply chain
- Experience in healthcare supply chain management or operations
- Familiarity with ERP systems such as Oracle PeopleSoft, Infor Lawson, or Workday
- Familiarity with healthcare data standards such as EDI, Smart on FHIR, and HL7
- Experience managing mid-market or enterprise accounts
- Project Management or Agile certifications
What You Get at Clarium
- Target Base Salary Range: $120,000- $150,000
- Incentive Stock Options proportionate to your salary
- Fully remote, with a NYC co-working space available; 20–25% travel expected for on-site executive engagements, QBRs, and account health visits.
- Unlimited PTO
- Top-tier health, vision, and dental benefits
- 401K
- The opportunity to build on a strong foundational team with deep data and engineering roots at a stage where your work genuinely shapes the product
Skills
SaaS, ERP, Edi, Smart On Fhir, Hl7, Project Management, Agile, Account Management, Relationship Building, Problem Solving
Similar jobs
Customer Success jobs
Kodex
United States
Own onboarding, adoption, retention, renewals, and expansion for strategic SaaS customers while building scalable Customer Success processes. The role requires at least five years of customer-facing experience, SaaS or account management expertise, strong executive communication, and technical fluency.
Skydio
United States
Own implementation, adoption, retention, and expansion for mid-market public safety customers using Skydio’s autonomous drone solutions. The role requires enterprise technology delivery experience, strong customer engagement and project management skills, remote customer success experience, and travel.
Sourcegraph
United States
Manages enterprise and commercial customer accounts for a technical SaaS product, driving adoption, renewal health, and expansion. The role requires customer-facing experience, technical SaaS familiarity, strong presentation skills, and analytical, autonomous execution.
Harvey
New York, NY
Own retention, renewals, and expansion across a high-volume Enterprise SaaS customer portfolio. The role combines consultative engagement, data-driven health monitoring, QBRs, and cross-functional collaboration to drive adoption and revenue growth.
CodeRabbit
San Francisco, CAOwn the customer journey for enterprise accounts using an AI-powered code review platform, driving adoption, renewals, and expansion. The role requires 5+ years in customer success or account management, technical fluency, executive communication, and familiarity with software development tools.