Strategic Customer Success Manager

The role

The Strategic Customer Success Manager will drive net revenue retention for a portfolio of 5–7 enterprise accounts. This person will serve as a strategic advisor to healthcare clients to ensure they realize value from the Astra OS platform.

What you will do

• 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.
• Build relationships across operational, managerial, and executive stakeholders.
• Lead monthly executive engagement and quarterly business reviews.
• Conduct regular check-ins, health reviews, and success planning discussions.
• Partner with customers to define success goals and measure progress toward adoption, ROI, and satisfaction.
• Monitor usage data, performance metrics, and health scores.
• Identify risks such as low adoption or dissatisfaction early.
• Collaborate with Implementation, Support, Product, and Engineering teams.
• Identify and align adoption, expansion, and upsell opportunities in collaboration with Sales.

Required 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

Nice to have

• Experience with SaaS platforms in healthcare or supply chain
• Experience in healthcare supply chain management or operations
• Familiarity with ERP systems such as Oracle PeopleSoft, Infor Lawson, or Workday
• Familiarity with healthcare data standards such as EDI, Smart on FHIR, and HL7
• Experience managing mid-market or enterprise accounts
• Project Management or Agile certifications

Benefits

• Incentive Stock Options proportionate to your salary
• Unlimited PTO
• Top-tier health, vision, and dental benefits
• 401K

About the company

Clarium is a company that provides an AI-powered platform, Astra OS, to give hospitals end-to-end visibility into their supply chain operations. Founded in 2020, Clarium has raised $43M in total funding.