Customer Success Manager

NuvemRx is a company that helps community health providers simplify pharmacy operations through scalable solutions. They are seeking a Customer Success Manager to manage customer relationships, ensure value delivery, and identify growth opportunities within the customer portfolio.

Responsibilities:

• Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals
• Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized
• Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction
• Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities
• Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk
• Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership
• Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement
• Maintain consistent executive-level engagement with customers to reinforce partnership and confidence
• Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization
• Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions
• Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio
• Clearly articulate the value of additional solutions, services, or capabilities to support customer growth
• Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools
• Follow defined engagement cadences and success frameworks based on customer tier and segmentation
• Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling
• Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs

Requirements:

• Growth company DNA as described above
• Highly organized, proactive, and comfortable managing multiple priorities
• A track record of consistently delivering results against quarterly and annual goals
• Excellent written and verbal communication skills, with the ability to clearly understand and explain complex concepts in a simple and concise manner in executive-level discussions
• Proven ability to manage complex customer relationships and drive retention and growth
• Strong analytical and consultative skills with the ability to translate data into customer value narratives
• Bachelor's degree or higher from a selective college or university, or similarly developmental and distinguished life experience
• The ability to successfully work on a remote-based team with a willingness to travel up to 15-20% of the time
• Experience with CRM tools such as Salesforce
• Familiarity with healthcare, pharmacy, PBM, or 340B environments
• Experience working within tiered customer engagement or segmentation models
• Background in growth-oriented customer roles with upsell or expansion responsibility