Title: Customer Success Manager, Acute

Department: Customer Success

Reports to: Director of Customer Success

Location: Fully Remote (United States)

Who We Are:

SureCost is the leading provider of pharmacy purchasing and inventory management solutions. We help pharmacies simplify purchasing and maximize profitability through smarter, data-driven decisions. Our SaaS platform connects purchasing, inventory and analytics into one seamless experience, empowering pharmacies to buy better, save more and operate with confidence. If you're looking for a role where you can make a meaningful impact in communities across the country, all while earning a competitive salary, you've come to the right place.

At SureCost, we think work/life balance should have, well, balance. With team members across the United States, we value the freedom of fully remote work, flex hours and flexible PTO.

What You’ll Do:

SureCost is seeking a Customer Success Manager who is passionate about building lasting relationships and driving measurable value for our customers in the Acute healthcare space. The ideal candidate will have experience managing customer relationships, driving product adoption, and using data to guide strategic decisions. This role requires strong communication skills, a proactive mindset and the ability to collaborate across Implementation, Support, Product and Sales to ensure an exceptional customer experience. If you have experience working with pharmacies, inventory management or healthcare technology - we’d love to hear from you! Here’s what you can expect day to day in this role:

Own the Customer Relationship

Build trusted, long-term partnerships with pharmacy leaders and operations teams
Deeply understand each customer’s goals, workflows, and challenges, and tie those to SureCost solutions
Analyze accurate measures of Customer Satisfaction (CSAT / NPS), and manage customer health; develop remediation plans for at-risk customers when necessary, aligning the organization around those plans
Conduct Quarterly Business Reviews (QBRs) for enterprise customers that highlight ROI, product adoption, and next-step opportunities
Act as the customer’s voice within SureCost, advocating for needs and influencing Product and Process roadmap priorities

Drive Adoption & Value

Develop clear success plans and adoption strategies for each customer
Identify product usage trends and early signs of churn risk
Partner with Implementation, Support, Sales and Product to remove adoption barriers and deliver exceptional experiences
Share best practices that help customers realize continuous improvement and measurable savings
Identify expansion opportunities and partner with Sales Executives to drive them to close

Deliver Measurable Results

Manage a portfolio of customers, ensuring retention and expansion targets are consistently achieved
Translate data into insights that demonstrate platform value and business impact
Contribute to the development of scalable playbooks and customer programs

What You’ll Need:

3+ years of experience in a Customer Success or similar SaaS role
Proven ability to manage a portfolio of strategic accounts with a focus on retention, growth, and advocacy
Strong communication and executive presence; comfortable engaging with both pharmacy operators and C-suite leaders
Analytical mindset with experience using data to drive decisions and demonstrate ROI
Collaborative team player who partners effectively with Product, Sales, Implementation, and Support
Familiarity with pharmacy, supply chain, or healthcare technology
Experience with CRM and CS tools (e.g., HubSpot, SFDC)

How Success Is Measured:

Customer retention and renewal rates
Expansion ARR and product adoption metrics
Customer satisfaction and advocacy (NPS, testimonials, references)

Perks and Benefits:

We are proud to offer generous benefits including:

Fully Remote work environment
Flexible PTO (Highly suggested 3-week minimum)
Flexible Hours to fit your work-life balance
100% medical insurance premiums covered for employees (with a PPO or HDHP plan to choose from!) starting the 1st of the month after your start date
70% medical insurance premiums covered for dependents
Low-cost vision and dental coverage for employees and dependents
Automatic 3% employer contribution to 401k starting the 1st of the month after 60 days of employment
12 weeks of fully paid parental leave
All necessary technology and equipment provided for your home office, including laptop, monitors, keyboard, mouse, and accessories
Professional development reimbursement to support continued learning

The estimated base salary range for this role is $85,000/year in addition to an annual bonus based on individual and company performance. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, geographic market, and often a combination of all of these factors. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

Please note: SureCost is currently hiring only in the following states: California, Colorado, Florida, Georgia, Illinois, Louisiana, Maryland, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington and Wisconsin. Candidates must reside in one of these states to be considered for this position.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

SureCost is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability or any other characteristic protected by law.

We are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We participate in E-Verify (Employment Verification). We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.

Please be advised that, if selected for this position, a background check will be conducted as a condition of employment upon acceptance of a contingent job offer. Any consideration of the background check will be an individualized assessment based on the Applicant of Employee’s specific record and the duties and requirements of the specific job.

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Customer Success Manager, Acute