Customer Success Manager

About NuvemRx

NuvemRx is dedicated to aiding community health providers by streamlining pharmacy operations through an integrated suite of software, intelligence, and expert support designed to enhance cost savings, accessibility, and patient care quality.

Our Core Values

• Mission First: Every decision advances customer service and improves healthcare for all through meaningful choices rather than mere box-checking.
• Innovative Leadership: Proactively identifying problems and crafting inventive solutions with courage and resilience.
• Integrity in Action: Balancing speed with thoughtful ethics, complying fully, and leading with respect.
• Collaborative Excellence: Embracing shared accountability and diverse perspectives to achieve the best team results.

As a fast-growing, venture-backed organization, we seek team members who thrive in dynamic settings, exhibit high energy, adaptability, resilience, and a forward-thinking mindset. Ownership, constructive feedback reception, prioritization, positivity, resilience, and data-driven decision-making are essential characteristics.

Role Overview

The Customer Success Manager will be the primary liaison managing customer relationships, ensuring clients realize clear value from NuvemRx solutions. This role emphasizes driving measurable outcomes aligned with customer goals, securing retention, and expanding account engagement.

Key Responsibilities

• Manage a customer portfolio to deliver outcomes tied to client objectives.
• Present quarterly outcome scorecards communicating performance, insights, and value gained.
• Create and update Customer Success Plans that align client goals with NuvemRx’s offerings and strategy.
• Lead Quarterly Business Reviews focussing on results, potential risks, and future opportunities.
• Monitor customer health metrics and engagement trends to proactively identify and address risks.
• Execute retention strategies for at-risk accounts collaboratively with leadership.
• Proactively engage customers to ensure timely and predictable renewals with early value demonstrations.
• Maintain ongoing executive-level communication to reinforce partnerships.
• Identify and pursue upselling and expansion that meet customer needs and demonstrate clear value.
• Collaborate with Sales to smoothly execute growth strategies and renewal processes.
• Maintain a pipeline to qualify expansion opportunities within assigned accounts.
• Accurately document customer data, plans, health indicators, and opportunities within Salesforce and other tools.
• Follow engagement schedules and frameworks based on customer segmentation.
• Support company projects like Polaris and renewal programs via disciplined customer engagement and effective value communication.
• Provide feedback to leadership to refine success frameworks and customer programs.

Candidate Qualifications

• Experience or core personal traits reflecting growth-stage company dynamics, including a proactive and high-energy approach.
• Organized and skilled at managing multiple concurrent priorities.
• History of meeting or exceeding quarterly and annual goals consistently.
• Strong written and oral communication skills capable of simplifying complex topics for executive audiences.
• Proficient in managing complex client relationships to drive retention and account expansion.
• Analytical and consultative mindset with ability to convert data insights into customer value narratives.
• Bachelor’s degree or comparable distinguished experience.
• Ability to work remotely and travel approximately 15-20% as required.

Preferred Additional Skills

• Familiarity with Salesforce or similar CRM platforms.
• Knowledge of healthcare sectors such as pharmacy, PBM, or 340B environments.
• Experience with tiered customer engagement or segmentation strategies.
• Background in growth-driven customer roles involving upselling and expansion.

Employee Benefits

• Competitive salary package linked to experience with significant earning potential.
• Remote-first work options and flexible schedules supporting work-life balance.
• Company-sponsored recurring gatherings to foster team connection.
• Unlimited paid time off along with paid holidays and family/medical leave, including parental leave.
• Comprehensive medical, dental, and vision coverage fully paid for employees.
• Company 401(k) plan with matching contributions.
• Life insurance and long-term disability coverage.
• Employee assistance programming.

Equal Employment Opportunity

NuvemRx is committed to providing equal employment opportunities without discrimination based on any legally protected characteristics.