Customer Success Manager

Customer Success Manager

Clarium is seeking a proactive, relationship-driven Customer Success Manager (CSM) to ensure our healthcare clients unlock maximum value from our platform. This role is ideal for someone who thrives in building trusted partnerships, driving adoption, and guiding customers toward measurable business outcomes. The CSM will balance hands-on client engagement with strategic coordination across Product, Implementation, Sales, and Leadership to ensure every customer's success journey is seamless and impactful.

What You'll Do

Act as the day-to-day point of contact for assigned healthcare accounts, ensuring responsive, high-quality support.

Build relationships with operational and managerial stakeholders; escalate executive engagement with senior team members when appropriate.

Lead quarterly business reviews (QBRs) to showcase outcomes, highlight value, and identify opportunities for growth.

Conduct regular check-ins, health reviews, and success planning discussions with clients.

Partner with customers to define success goals and measure progress toward adoption, ROI, and satisfaction.

Monitor usage data, performance metrics, and health scores; provide insights and recommendations to maximize platform impact.

Identify risks such as low adoption or dissatisfaction early, and collaborate with internal teams on remediation plans.

Capture and share customer best practices both internally and externally.

Collaborate closely with Implementation, Support, and Product teams to resolve client issues and streamline the customer experience.

Prepare QBRs and executive updates for enterprise clients.

Provide structured feedback to Product and Engineering to influence roadmap priorities.

Identify and align expansion opportunities with customer goals in collaboration with Sales.

Cultivate customer advocates who can share success stories and act as references.

Drive long-term client engagement by reinforcing the value of Clarium's solutions across the enterprise.

Required Qualifications & Skills

Bachelor's degree in Business, Healthcare Administration, Supply Chain, Information Systems, or related field (or equivalent experience).

24 years of experience in customer success, account management, or a SaaS client-facing role.

Exposure to healthcare, supply chain, or ERP workflows.

Excellent communication, relationship-building, and organizational skills.

Strong problem-solving ability and comfort working cross-functionally.

Preferred :

Experience with SaaS platforms in healthcare or supply chain.

Familiarity with ERP systems (e.g., Infor Lawson, Oracle PeopleSoft, Workday) or healthcare data standards (EDI, HL7).

Experience managing mid-market or enterprise accounts.

Project Management or Agile certifications.

Who You Are

A customer-centric partner who genuinely cares about helping clients succeed.

A proactive communicator who anticipates challenges and resolves them before they escalate.

Comfortable managing multiple priorities without sacrificing quality.

Collaborative and eager to grow into a more senior, enterprise-facing role.

Data-driven and motivated by measurable results for both customers and the business.

Reasons to Join Us

Innovative Environment : Be part of a company revolutionizing healthcare operations.

Growth Opportunities : Take ownership of client outcomes and grow into enterprise account leadership.

Supportive Culture : Join a team that values collaboration, continuous learning, and mutual success.