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Strategic Customer Success Manager

Clarium· Customer Success
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Remote$120k - $150kFull-timePosted 4mo ago

About the role

Proactive, relationship-driven Strategic Customer Success Manager to ensure healthcare clients unlock maximum value from Clarium’s AI-powered platform, balance hands-on engagement with strategic coordination, and drive adoption, retention, and growth across enterprise accounts.

Responsibilities

  • 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
  • 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
  • Collaborate closely with Implementation, Support, Product, and Engineering teams to improve user adoption and resolve client issues
  • 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
  • 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

Qualifications

  • 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

Skills

Required:Account leadership and relationship managementCustomer success metrics and health monitoringCross-functional collaboration

Benefits

  • 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
Last updated Jul 15, 2026. Interested? Apply on the company site.

About Clarium

AI-Powered Supply Chain Resilience Platform | Clarium

AI-Powered Supply Chain for Healthcare. Clarium’s supply chain resilience platform provides real-time visibility and intelligent automation to unlock efficiency for hospitals and suppliers.

HealthcareSupply ChainAIAutomation
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