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 dealing with rare diseases. 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 own the customer relationship and are responsible for the overall success of their clients. CS Managers are relationship owners, partnering with clients during implementation and post go-live to ensure they achieve maximum value from Claritas Rx solutions. They guide adoption, oversee ongoing data delivery, and provide consultative support tailored to client needs.  Our CS Managers are active advisors to both our customers and our broader CS team. They are data curious, enjoy analytical problem solving, are learning-oriented and enjoy coaching and collaborating with other team members to solve a variety of business problems.

Key Accountabilities 

• Responsible for the client’s overall success. Serve as the first point of contact for customer questions and concerns, coordinating internal resources to resolve issues quickly and transparently and elevating to Customer Success Director for escalations.
• During program implementations, work closely with the project Engagement Manager to ensure solutions are delivered on time including validating solution configuration against business requirements and ensuring smooth handoff from implementation to data operations and product support teams. Post implementation, manage the client program as the main point of contact, ensuring requests are tracked, documented, and resolved in a timely manner.
• Serve as a proactive communication partner, internally advocating for client needs and ensuring oversight of open requests and tickets. Act as a trusted thought partner who understands each customer’s business model, therapeutic area, and operational dependencies.
• Nurture strong customer partnerships, proactively addressing client needs and ensuring satisfaction and client's overall success. Track account health through usage metrics, engagement signals, and issue trends; escalate risks proactively to leadership.
• Facilitate internal and external customer meetings (status update calls and regular Business Reviews), including preparing agendas, documentation and follow up.
• Manage relationships with internal groups (Business Analyst, Solutions Architect, Data Ops, Production Support, Dev etc) to facilitate customer needs and requests and triage accordingly. Ensure all customer changes and enhancements follow internal CAB/ticketing processes and are documented per compliance standards.
• Manage roll-out of new product features to customers, including training relevant users and communicating updates with management. 
• Ensure data quality in customer deliverables via rigorous quality review prior to release and ongoing during subscription. Partner with Data Operations and Product teams to investigate anomalies, validate outputs, and communicate findings clearly to customers.
• Serve as a subject matter expert on commercial data for our customers and identify opportunities to use data in our solution to solve customer business challenges.
• Support the development of team members, including mentoring junior colleagues when applicable.
• Work with the Product team to inform portfolio of product features across customers, to leverage synergies and maximize scalability of product. 
• Develop and maintain account plans outlining program scope, key stakeholders, renewal timelines, and strategic growth opportunities
• Contribute as needed to Claritas Rx’s growth in other areas including business development, communications, marketing, training, finance, and human resources.

Please note:  This role requires periodic travel to customer sites, industry events and company offices. Travel is estimated at up to 25% quarterly, depending on customer needs and business priorities.

Required: 

• Deep knowledge of biopharmaceutical marketing, managed markets or distribution
• A creative approach to analytical problem solving and a relentless passion for quality
• Excellent attention to detail and written and oral communication 
• Excellent quantitative analysis skills and expert-level proficiency with Microsoft Excel 
• Track record of building customer relationships and managing client-focused projects and demonstrated capabilities in: 
• Problem solving and resolution
• Project management and organizational skills
• Expectation Setting
• Listening and Seeking to Understand
• Verbal and written communication skills
• Solution Knowledge
• Empathy
• Grit - Tenacity

Preferred: 

• 5+ years of experience in a healthcare consulting role.
• Experience with Claritas Rx in the use of Quickbase to support client programs.
• Familiarity with healthcare data sources (transactional, clinical, behavioral). Direct experience working
• with Hub or Specialty Pharmacy data strongly preferred.
• Experience in a commercial capacity at a pharma/biotech manufacturer or health tech startup is a plus.
• MBA or other related graduate-level degree a plus (including public health, engineering/ops, IT or statistics-related training).

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 $115,000 to $125,000 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