Customer Success Manager

Claritas Rx is a venture-backed digital health startup that brings clarity to the challenges of specialty biopharmaceutical products in the marketplace. In today’s highly complex specialty networks, our mission is to illuminate the patient experience beyond the clinical trial. Claritas Rx leverages a proprietary technology platform and deep manufacturer expertise to automate and integrate channel, commercial, and clinical data and help biopharmaceutical companies generate actionable business insights. Our work uncovers the real-world variables impacting patient access, duration of therapy, and other metrics key to commercial success, making a real impact on patient healthcare.

Every day, Life Science companies use Claritas Rx solutions to improve and enhance the treatment journey for patients. We have built a strong customer team of domain experts that can help scale a premier channel management solution.
At Claritas Rx, Customer Success Managers (CSMs) are the strategic business relationship owners responsible for ensuring customers realize value, drive adoption, and achieve desired business outcomes from our solutions. CSMs serve as the primary external partner for customer stakeholders, focusing on success planning, satisfaction, renewals, and growth opportunities. CSMs own the customer experience and partnership, while partnering closely with Delivery Directors and Project Managers to ensure execution aligns with customer priorities. CSMs act as trusted partners to customers—shaping shared priorities, setting expectations on scope and impact, and ensuring the customer’s voice is heard internally.

Please note: Due to collaboration with customers in San Francisco, we are seeking candidates located on the West Coast who can travel to San Francisco for customer meetings when required.

Key Accountabilities

• Serve as the primary point of customer accountability, responsible for driving overall success, value realization, and long-term partnership growth.
• Build and maintain strong relationships with key customer stakeholders, including executive sponsors, business leaders, and operational teams.
• Help your customers achieve their business goals and outcomes by:
• Partnering with Implementation and Delivery teams to align on objectives, success criteria, and expectations during onboarding, ensuring a smooth transition to steady-state.
• Leading the ongoing customer partnership post-launch, guiding priorities, monitoring account health, and escalating risks or strategic issues as appropriate.
• Advocating for customer priorities internally, ensuring the right teams are engaged and informed, and providing visibility into key requests, risks, and dependencies.
• Driving adoption of Claritas Rx solutions, providing guidance on new features, and identifying opportunities to leverage data and insights for business impact.
• Leading customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), setting agendas, aligning stakeholders, and ensuring clear follow-up on action items.
• Partnering with Product to provide customer-driven input on roadmap planning, feature prioritization, and scalable solutions across accounts.
• Acting as a subject matter expert on commercial data to support strategic recommendations and decision-making.

The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities.

Required Skills:

• Deep knowledge of biopharmaceutical marketing, managed markets, or distribution channels.
• Strong analytical and problem-solving skills, with a creative and data-driven approach.
• Exceptional attention to detail and clear, concise written and verbal communication.
• Advanced quantitative analysis skills and expert-level proficiency with Microsoft Excel.
• Proven ability to build and maintain strategic customer relationships and manage client-focused projects.
• Demonstrated capabilities in:
• Problem-solving and resolution
• Project coordination and organizational skills
• Expectation-setting and alignment of priorities
• Active listening and understanding customer needs
• Solution knowledge and the ability to apply insights to business challenges
• Empathy and relationship-building
• Tenacity and persistence to drive outcomes (“grit”)

Preferred Skills:

• 5+ years of experience in a healthcare consulting, commercial, or client-facing role.
• Familiarity with healthcare data sources (transactional, clinical, behavioral); direct experience with Hub or Specialty Pharmacy data strongly preferred.
• Experience in a commercial capacity within a pharma/biotech manufacturer or health tech startup.
• MBA or other relevant graduate-level degree (including public health, engineering, operations, IT, or statistics).

We are seeking to add new expertise and perspective to our strong team of experienced professionals.  We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools. 
We are a highly collaborative team and prioritize opportunities to connect in person. For employees within a reasonable driving distance of each other, we host regional town hall gatherings approximately every other month. These sessions give our teams a chance to come together, share updates, and strengthen relationships beyond day-to-day work.

In addition to our great environment, we offer a competitive salary of $120,000 to $135,000 and benefits package and the opportunity to make a significant impact on a first-in-industry digital health solution.  Please send a cover letter along with your resume when applying to the position of interest.  Claritas Rx embraces diversity, equality, and transparency.  We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents.  We believe the more inclusive we are, the better we are.

Join us and discover what it feels like to be part of an environment that rewards ingenuity, risk taking and smart work. It's time to fall in love with what you do!

At Claritas Rx, protecting our candidates is a top priority. If you're applying for a role with us, please note:
• All legitimate opportunities are posted first on our official website. Check there before trusting external listings.
• We believe in meaningful interviews: offers never come after just one phone call or form. Expect multiple video calls to get to know you.
• We never ask for fees or payments of any kind during the hiring process.
• Our People Operations Team will handle your onboarding, and all equipment comes directly from us—no purchases required.
Learn more about how to spot recruitment scams and protect yourself - FBI warning: https://lnkd.in/dh2aFN8
Claritas Rx is committed to transparency, integrity, and a safe hiring experience for every candidate. Learn more: https://lnkd.in/enhAqwqE