Customer Success Manager

Who We Are

Claritas Rx uses AI and predictive modeling to help rare disease and specialty brands remove the barriers that keep patients from accessing and staying on the treatments they need. By uniting the most complete view of the patient journey with purpose-built technologies, we predict and resolve access challenges before they disrupt care, combining advanced analytics, real-world data, AI, and CRM capabilities to increase start and refill rates, reduce abandonment, and improve brand performance. Our mission is to ensure patients with chronic, life-threatening diseases receive the support that enables the greatest benefit from their therapy. Simply put, our promise is progress for every patient journey.

This is the opportunity to help shape a first-in-industry digital health solution alongside a team of mission-driven professionals. We were named one of Inc.'s Best Workplaces in 2025 and recognized on the 2025 Inc. 5000 list, and our team genuinely respects and supports each other. We thrive on being fast-paced, innovative, and results-driven, and our employees enjoy a flexible, collaborative work environment, unlimited PTO, stock options, and a growing set of tools and technology to drive innovation for our customers.

The Position

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.

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.

Who You Are

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/biote…