SureCost

Customer Success Manager

• 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

Customer Success Manager – Retention & Growth