Customer Success Manager

NuvemRx helps community health providers deliver on their mission by simplifying the complexity of pharmacy operations — with a suite of scalable solutions that integrate software, intelligence and expert support to illuminate savings, expand access, and elevate patient care.

About the role

We are looking for a smart, driven Customer Success Manager to serve as the primary owner of the customer relationship, ensuring customers understand, adopt, and realize measurable value from Nuvem’s solutions, while identifying opportunities to expand usage and services over time.

Responsibilities

• Customer Outcomes & Value Delivery
  • 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.
• Customer Health & Retention
  • 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.
• Growth, Upsell & Expansion
  • 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.
• Execution Discipline & Operating Rhythm
  • 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: success working in a fast-paced VC/PE-backed early-stage company with high expectations, or the underlying qualities that create that success (high-motor, comfort with ambiguity, resilience, and a growth mindset).
• 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.
• Ability to successfully work on a remote-based team with a willingness to travel up to 15-20% of the time.

Preferred Qualifications

• 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.

Benefits

• Unlimited Paid Time Off.
• Paid holidays, family and medical leave, including paid parental leave.
• Fully covered medical, dental, and vision benefits for employees.
• Company-sponsored 401(k) with a match.
• Life and long-term disability coverage.
• Employee assistance program.
• Recurring company gatherings throughout the year to promote connection and collaboration.

Pay

The expected base compensation for this role is $80,000 - $90,000 per year. Actual compensation may vary based on factors such as skills, location, and internal equity.

Schedule

• Full-time remote position.
• Flexible work arrangements and a remote-first work environment.
• Travel up to 15-20% of the time.