Manager, Customer Success Team

Who We Are

Claritas Rx started with a simple vision: to tangibly improve how biopharmaceutical manufacturers understand their specialty product performance in the marketplace. Since then, we’ve grown into a pioneer in patient-level data integration and analytics for the biopharmaceutical industry. Today, our customers range from small biotechnology companies launching their first specialty product to large global manufacturers with robust portfolios.

The Position

As the Manager of Customer Success you will be the team lead for the Customer Success Managers  (CSMs) at Claritas Rx, you will provide leadership, mentorship, and operational excellence to a team of CSMs. You will play a pivotal role in driving customer success by equipping your team with the skills, training, and resources necessary to deliver exceptional outcomes. As an experienced coach and mentor, you will foster a culture of continuous improvement and cross-functional collaboration while directly contributing to customer success and organizational growth. This role reports to the Senior Director of Customer Success.

Key Responsibilities

Team Leadership & Mentoring

• Lead, coach, and mentor a team of Customer Success Managers to achieve individual and team success metrics.
• Provide HR support, including staffing and backup planning, continually obtaining feedback from colleagues and delivering constructive feedback to CSMs, writing and delivering performance evaluations, career development planning, and addressing personnel matters with professionalism.
• Foster a collaborative, supportive environment that encourages skill development, knowledge sharing across the team, cross-functional collaboration, and continuous learning.

Training & Development

• Develop, deliver, and refine internally and externally facing training content tailored to enhance team competencies and customer impact.
• Create user guides and other reference materials to improve the team’s and customer’s understanding and use of Claritas Rx solutions.
• Track and analyze team understanding of Claritas Rx’s solutions, providing actionable insights for portfolio optimization.

Operational Efficiency & Standardization

• Establish and maintain standardized practices for documentation, including customer engagement levels and insights, account health metrics, and operational procedures.
• Ensure all processes are well-documented, regularly reviewed, and easily accessible to improve team alignment and reduce inefficiencies.
• Champion best practices for resource allocation and workload management to optimize team performance.

Customer Health Metrics & Portfolio Management

• Guide the Customer Success Managers in monitoring and interpreting customer health metrics at both individual and portfolio levels.
• Work with the Director of Customer Success Operations to develop tools and processes to provide actionable insights into customer health, driving proactive strategies to address risks and capitalize on opportunities.
• Collaborate with the Head of Customer Success and Director of Customer Success Operations to define and refine metrics that measure portfolio success and align with organizational goals.

Operational Excellence

• Ensure back-up coverage planning across as the CSM team, including directly acting as a backup at times, during PTO or other absences, ensuring seamless customer support.
• Drive cross-team communication, knowledge sharing, and consistent delivery of customer updates and insights.
• Support Customer Success Directors (CSDs) by providing team feedback, process improvement recommendations, and insights from frontline experiences.

Customer Impact & Relationship Management

• Facilitate the delivery of high-quality service to customers by ensuring your team adheres to best practices, maintains excellent communication, and prioritizes customer success objectives.
• Align with the Head of Customer Success and other leaders to ensure clarity and alignment of strategic goals.

Cross-Functional Collaboration

• Partner with other functions, including Product, Engineering, and Marketing, to streamline communication and ensure effective delivery of insights and solutions.
• Contribute to the development and execution of processes to enhance team effectiveness and customer satisfaction.
• Collect voice of customer feedback across the CSM team, summarizing product challenges or new feature capabilities that would improve the experience of internal users and customers, to share with Product.

Who You Are

Skills/Knowledge

• Proven leadership and coaching skills with a track record of managing and mentoring customer-facing teams.
• Strong expertise in streamlining operations, creating standardized processes and training content, and fostering cross-functional communication.
• Deep understanding of customer success principles, customer health metrics, and how to apply them to foster long-term customer relationships.
• Exceptional organizational, communication, and interpersonal skills.
• Ability to analyze metrics and translate data insights into actionable strategies for improvement.

Experience

• Minimum of 5+ years in a customer success, account management, or related role, with 2+ years in a leadership or mentoring capacity.
• Experience in creating and managing documentation, such as user guides and operational workflows.
• Familiarity with SaaS platforms, healthcare analytics, or biopharmaceutical solutions is highly preferred.

Education

• Bachelor’s degree required; MBA or equivalent advanced degree preferred.

Why Join Us?

At Claritas Rx, we aspire to a culture of accelerated professional development through shared learning, collaboration, and respect. We offer competitive salaries, a comprehensive benefits package, and the opportunity to make a significant impact in a pioneering digital health organization.

In addition to our great environment, we offer a salary of between $150,000 and $170,000 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.