Customer Success Manager

**Customer Success Manager** **(Full-Time Remote, Health Tech)** **Who We Are:** 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 that can illuminate savings, expand access, and elevate patient care. **What We Are Looking For:** At NuvemRx, we know high standards must be maintained to deliver impact at scale, and we want to work with people that embody our core values: - **Mission Always:** Every choice is a chance to service our customer. Every choice is a chance to serve -and make healthcare better for all. We don’t just check boxes- we make choices that serve people and move the mission forward. - **Be A Pioneer**: Find the problem. Invent the Solution. We don’t wait for direction—we take initiative, stay resourceful, and create what’s needed - not just what’s expected. Pioneers chart new territory with vision, courage, and grit. We learn quickly and turn challenges into momentum. - **Do the Right Thing the Right Way**: We lead with care, respect, and compliance—and we don’t cut corners. We solve the right problems the right way, always balancing speed with thoughtfulness, and outcomes with ethics. - **Stronger Together:** Own Your Role. Play for the Team. We bring diverse voices together to solve hard problems with humility and shared ownership. We challenge each other with respect, hold each other accountable, and strive to be the best for the team—not just on the team. Because we are a fast-growing company with a bold mission and a lot of work to do, every employee of NuvemRx must also have ***growth company DNA***, which requires either success working in a fast-paced VC/PE-backed early-stage company with high expectations or the underlying qualities that create that success including: high-motor, comfort with ambiguity, resilience in all of its forms, and a growth mindset. Things change quickly and frequently at NuvemRx, so we need team members that are at the top of their game and can shift gears, alter direction, and keep going at pace. You must be a playbook writer and executor, able to make plans that both meet the current moment and contemplate the future and then implement them. No matter your job level, you will own your work from beginning to end, take feedback well, prioritize what matters, never rest on your laurels, stay positive and resilient, and make data-driven decisions. 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 this role, you will: **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. **To be qualified for this role, you will have:** - 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 - **Additional Benefits and Perks:** - 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 If you take pride in delivering results, embrace challenges, and proactively seek improvement then NuvemRx is the place for you. You will be part of a smart, self-aware, humble team dedicated to elevating patient care. **Compensation** *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.* *NuvemRx complies with applicable pay transparency laws. The compensation range listed reflects the expected base salary at the time of posting, and actual compensation may vary.* NuvemRx is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected status in accordance with applicable federal, state, and local laws. NuvemRx is committed to providing reasonable accommodations to qualified individuals with disabilities. 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