Customer Success Manager, (EHR Oncology)

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Customer Success Manager (CSM) is responsible for end-to-end ownership of assigned customer accounts, ensuring successful delivery, driving value realization, and enabling long-term customer outcomes while elevating the voice of the customer.

Responsibilities:

• Serve as the primary point of contact; build strong, trusted relationships and lead ongoing customer engagement across the lifecycle
• Define and track time-to-value, utilization, and outcome attainment; drive adoption and measurable outcomes to ensure customers realize meaningful business value
• Own renewal strategy, risk mitigation, and forecast accuracy; partner with Sales/Account Management to identify and drive expansion opportunities aligned to customer goals
• Ensure delivery aligns with contractual scope, timelines, and quality expectations; monitor account health and proactively mitigate risks
• Orchestrate resolution of complex product, data, or service issues; partner cross-functionally to remove friction and restore delivery momentum
• Coordinate across internal stakeholders to ensure aligned execution; represent the voice of the customer in roadmap discussions and drive best practices for adoption and data use
• Update and monitor health scoring frameworks, success plans, and dashboards; leverage voice-of-customer, and performance data to drive continuous improvement
• Maintain alignment between delivery, revenue recognition, invoicing, and contract terms; ensure accurate forecasting and financial transparency
• Standardize operating cadences and tools; drive scalable processes, automation, and adherence to compliance, data privacy, and regulatory requirements

Requirements:

• Experience in Customer Success, Account Management, or Client Services in life sciences; Oncology experience preferred
• Track record achieving/overachieving in efforts managing top strategic clients
• Executive presence: ability to influence cross-functionally and communicate complex data/analytics value to technical and business stakeholders
• Strong problem solving, change management, and operating rigor (OKRs/KPIs, cadences, forecasting)
• Oncology, life sciences, provider networks, real-world data/evidence, or clinical decision support experience
• Familiarity with compliance requirements and CRM/CSM platforms and analytics (e.g., Salesforce)
• MBA/MPH or advanced degree in a relevant field preferred