Nuvem

Customer Success Manager

Nuvem

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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 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.
  • Additional Requirements / 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
  • High Earning Potential : Competitive salary commensurate with experience.
  • Work/Life Balance : Flexible work arrangements and a remote-first work environment (for select positions)
  • Recurring company gatherings throughout the year to promote connection and collaboration
  • Unlimited Paid Time Off
  • Paid holidays
  • Paid 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successcustomer health monitoringretention strategiesupsellingexpansion opportunitiesdata analysisvalue articulationquarterly business reviewscustomer success plansengagement frameworks
Soft Skills
highly organizedproactiveexcellent communicationanalytical skillsconsultative skillsrelationship managementability to manage multiple prioritiesexecutive-level engagementfeedback contributionstorytelling