[Hiring] Customer Success Manager @Nuvem

Role Description

We are looking for a smart, driven Customer Success Manager to serve as the primary owner of the customer relationship, ensuring customers understand, adopt, and realize measurable value from Nuvem’s solutions, while identifying opportunities to expand usage and services over time.

• Customer Outcomes & Value Delivery:
  • Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals.
  • Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized.
  • Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction.
  • Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities.
• Customer Health & Retention:
  • Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk.
  • Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership.
  • Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement.
  • Maintain consistent executive-level engagement with customers to reinforce partnership and confidence.
• Growth, Upsell & Expansion:
  • Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization.
  • Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions.
  • Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio.
  • Clearly articulate the value of additional solutions, services, or capabilities to support customer growth.
• Execution Discipline & Operating Rhythm:
  • Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools.
  • Follow defined engagement cadences and success frameworks based on customer tier and segmentation.
  • Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling.
  • Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.

Qualifications

• Growth company DNA as described above.
• Highly organized, proactive, and comfortable managing multiple priorities.
• A track record of consistently delivering results against quarterly and annual goals.
• Excellent written and verbal communication skills, with the ability to clearly understand and explain complex concepts in a simple and concise manner in executive-level discussions.
• Proven ability to manage complex customer relationships and drive retention and growth.
• Strong analytical and consultative skills with the ability to translate data into customer value narratives.
• Bachelor’s degree or higher from a selective college or university, or similarly developmental and distinguished life experience.
• The ability to successfully work on a remote-based team with a willingness to travel up to 15-20% of the time.

Requirements

• Experience with CRM tools such as Salesforce.
• Familiarity with healthcare, pharmacy, PBM, or 340B environments.
• Experience working within tiered customer engagement or segmentation models.
• Background in growth-oriented customer roles with upsell or expansion responsibility.

Benefits

• High Earning Potential: Competitive salary commensurate with experience.
• Work/Life Balance:
  • Flexible work arrangements and a remote-first work environment (for select positions).
  • Recurring company gatherings throughout the year to promote connection and collaboration.
  • Unlimited Paid Time Off.
• Additional Benefits and Perks:
  • Paid holidays.
  • Paid family and medical leave, including paid parental leave.
  • Fully covered medical, dental and vision benefits for employees.
  • Company sponsored 401(k) with a match.
  • Life and long-term disability coverage.
  • Employee assistance program.