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SureCost · 3 days ago

Customer Success Manager, Acute – Retention & Growth

United States

Full-time

Remote

Mid Level

$85K/yr - $85K/yr

3+ years exp

SureCost is the leading provider of pharmacy purchasing and inventory management solutions. They are seeking a Customer Success Manager, Acute – Retention & Growth to support their Acute portfolio, focusing on customer retention, renewals, and long-term financial outcomes through effective relationship management and strategic insights.

Small and Medium BusinessesSoftware

Responsibilities

Serve as the primary owner of the customer relationship, with accountability for retention and long-term success—not just utilization or CSAT

Build trusted, executive-level relationships with pharmacy leadership, supply chain leaders, and health system stakeholders

Deeply understand each customer’s strategic goals, financial drivers, and operational challenges, and connect them to measurable SureCost outcomes

Monitor customer health using qualitative and quantitative signals, and lead cross-functional remediation plans for at-risk accounts

Conduct polished, insight-driven QBRs that demonstrate ROI, value realization, and strategic alignment

Act as the voice of the customer internally, influencing Product, Process, and Support priorities

Develop and maintain success plans tied to business outcomes, not just feature adoption

Identify trends in usage, value realization and early indicators of churn risk

Partner closely with Implementation, Support, Product and Sales to remove adoption barriers and improve the customer experience

Share best practices and insights that help customers achieve measurable savings and operational improvements

Identify renewal and expansion opportunities and collaborate with Sales to support long-term growth

Manage a portfolio of customers, ensuring retention and expansion targets are consistently achieved

Translate data into insights that demonstrate platform value and business impact

Contribute to the development of scalable playbooks and customer programs

Qualification

Customer Success ManagementSaaS ExperienceHealthcare TechnologyAnalytical SkillsExecutive PresenceCRM ToolsEntrepreneurial MindsetPost-Implementation OwnershipCollaborationCommunication Skills

Required

3+ years of experience in a dedicated Customer Success Manager (or equivalent) role within a SaaS company, with direct experience supporting healthcare technology, pharmacy operations or inventory management SaaS products

Proven ownership of post-implementation customer outcomes, with accountability tied to retention, renewals, expansion or revenue-based metrics

Hands-on product fluency—comfortable working directly in a proprietary SaaS platform to assess usage, guide best practices and ensure customers are realizing full value

Strong executive presence and communication skills, with demonstrated experience regularly presenting to senior leaders at large, complex customer organizations (e.g., health system executives), including leading QBRs and strategic value discussions

Analytical and strategic mindset, with experience translating usage data, operational metrics, and financial outcomes into clear ROI narratives

Entrepreneurial mindset and comfort operating in evolving, build-as-you-go environments where processes and tools are still being developed

Collaborative approach, with experience partnering closely across Product, Sales, Implementation and Support to drive customer success

Experience using CRM and customer success tools (e.g., Salesforce, HubSpot) to manage accounts, track health, and drive follow-through

Benefits

Fully Remote work environment

Flexible PTO (Highly suggested 3-week minimum)

Flexible Hours to fit your work-life balance

100% medical insurance premiums covered for employees (with a PPO or HDHP/HSA plan to choose from and an employer contribution if you elect the HDHP/HSA plan !)

70% medical insurance premiums covered for dependents

Low-cost vision and dental coverage for employees

Automatic 3% employer contribution to 401k

12 weeks of fully paid parental leave

All necessary technology and equipment provided for your home office, including laptop, monitors, keyboard, mouse, and accessories

Professional development reimbursement to support continued learning