# Strategic Customer Success Manager

**Company:** [Clarium](https://hotfix.jobs/companies/clarium)
**Location:** Remote
**Role:** Customer Success
**Salary:** $120k – $150k/yr
**Experience:** 5+ years
**Skills:** SaaS, ERP, Edi, Smart On Fhir, Hl7, Project Management, Agile, Account Management, Relationship Building, Problem Solving
**Posted:** 2026-06-03

> 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.

## Job Description

## 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

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