Strategic Customer Success Manager

Job description

WHY CLARIUM The healthcare industry overspends on its supply chain by over $25B each year, the result of fragmented data, inefficient workflows, and wasted supplies. Clarium is fixing that. Our AI-powered platform, Astra OS, gives hospitals end-to-end visibility into their supply chain operations, automating workflows and surfacing actionable insights so supply chain teams can focus on what matters most: patient care. We're trusted by some of the world's leading health systems, including Yale New Haven Health, Stanford, Geisinger, and Kaiser Permanente. Founded in 2020, Clarium has raised $43M in total funding. Our Series A was led by Northzone, with participation from General Catalyst, AlleyCorp, Kaiser Permanente Ventures, Texas Medical Center Ventures, and 1984 Ventures. The Opportunity We are seeking a proactive, relationship-driven Strategic 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 user adoption at the ground level, 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 journey is seamless, impactful, and valuable. Each CSM owns their portfolio end-to-end — serving as the executive-level strategic advisor while staying hands-on with day-to-day account health, adoption, and execution. WHAT YOU’LL DO ACCOUNT LEADERSHIP - Drive net revenue retention across a portfolio of 5–7 enterprise accounts totaling $2-6M in contract value. - Serve as the primary strategic point of contact for assigned healthcare accounts, driving proactive engagement and long-term account health - Build relationships across operational, managerial, and executive stakeholders, engaging Clarium leadership to strengthen strategic alignment when necessary - Lead monthly executive engagement and quarterly business reviews (QBRs) to showcase outcomes, highlight value, and identify risks and opportunities for growth - Conduct regular check-ins, health reviews, and success planning discussions with client teams - Coordinate tactical customer needs while maintaining a strategic view of account success CUSTOMER SUCCESS & VALUE REALIZATION - 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 - Champion Clarium's best practice standards with customers, actively steering toward proven approaches that accelerate time-to-value - Surface and codify customer best practices to strengthen and evolve best practices over time - Ensure customers are realizing measurable operational and business value from Clarium’s platform CROSS-FUNCTIONAL COLLABORATION - Collaborate closely with Implementation, Support, Product, and Engineering teams to improve user adoption and resolve client issues, streamlining the customer experience - Serve as the voice of the customer internally, translating patterns in adoption, friction, and unmet needs into structured product insights that inform roadmap prioritization. - Provide structured and prioritized customer needs to Product and Engineering to influence roadmap priorities - Partner cross-functionally to improve internal customer success processes as the company scales STRATEGIC GROWTH & ADVOCACY - Identify and align adoption, expansion, and upsell opportunities in collaboration with Sales - Cultivate customer advocates who can share success stories, enable public case studies, 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) - 5–8 years of experience in customer success, account management, or a SaaS client-facing role - Experience managing relationships with executive-level stakeholders at customer accounts - Experience supporting healthcare, supply chain, or ERP workflows - Experience managing commercial relationships and outcomes - Excellent communication, relationship-building, and organizational skills - Strong problem-solving ability and comfort working cross-functionally - Track record of operating effectively in a fast-paced healthcare technology startup - Comfortable balancing strategic thinking with hands-on execution - Highly proactive with a strong sense of ownership and accountability PREFERRED QUALIFICATIONS - Experience with SaaS platforms in healthcare or supply chain - Experience in healthcare supply chain management or operations - Familiarity with ERP systems such as Oracle PeopleSoft, Infor Lawson, or Workday - Familiarity with healthcare data standards such as EDI, Smart on FHIR, and HL7 - Experience managing mid-market or enterprise accounts - Project Management or Agile certifications WHAT YOU GET AT CLARIUM Target Base Salary Range: $120,000- $150,000 The base salary Clarium offers may vary depending upon the ultimate scope and responsibilities of the position and on the candidate’s job-related knowledge, skills, and experience. The total package will include equity, in addition to a full range of medical and/or other benefits, depending on the position offered. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans. - Incentive Stock Options proportionate to your salary - Fully remote, with a NYC co-working space available; 20–25% travel expected for on-site executive engagements, QBRs, and account health visits." - Unlimited PTO - Top-tier health, vision, and dental benefits - 401K - The opportunity to build on a strong foundational team with deep data and engineering roots at a stage where your work genuinely shapes the product Equal Opportunity Statement Clarium is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.