SureCost

Customer Success Manager – Retention & Growth

SureCost

full-time

Posted on:

Location Type: Remote

Location: California • Colorado • United States

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Salary

💰 $85,000 per year

About the role

  • 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

Requirements

  • 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

Applicant Tracking System Keywords

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

Hard skills
customer success managementSaaShealthcare technologypharmacy operationsinventory managementdata analysisROI analysisstrategic planningaccount managementpost-implementation outcomes
Soft skills
executive presencecommunication skillsanalytical mindsetstrategic mindsetcollaborative approachentrepreneurial mindsetrelationship buildingproblem-solvinginfluencingpresentation skills