Strategic Customer Success Manager

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