Customer Success Manager, Acute - Retention & Growth

Title: Customer Success Manager, Acute

Department: Customer Success

Reports to: Director of Customer Success

Location: Fully Remote (United States - select US states)

Who We Are:

SureCost is the leading provider of pharmacy purchasing and inventory management solutions. Our SaaS platform helps pharmacies simplify purchasing and maximize profitability through smarter, data-driven decisions. Our 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, Acute – Retention & Growth to support our growing Acute portfolio. This role goes beyond traditional customer satisfaction and product utilization. You will be accountable for overall customer success, with a strong alignment to customer retention, renewals and long-term financial outcomes.

This role requires prior experience in a dedicated Customer Success Manager (or equivalent) role within a SaaS company, supporting customers in pharmacies, inventory management or healthcare technology. Candidates should be comfortable working hands-on in a proprietary SaaS platform—learning complex functionality, guiding customers on best practices, and ensuring they are realizing full value—while operating in a post-implementation, outcomes-focused customer success role. Experience in these domains is critical to building credibility with Acute customers and driving meaningful, outcome-oriented conversations. Success in this role requires a mindset of ownership and foresight, ensuring customers consistently realize value and remain deeply aligned with SureCost as a long-term strategic partner.

This is a brand new role and as a result, is highly entrepreneurial. Our Acute customer success approach is still evolving, and you will help us “build the plane while flying it”—developing the right analyses, tools, playbooks and assets to support customers at scale. A learning mindset, comfort with ambiguity and the ability to turn insights into action are critical.

Finally, this role requires strong executive presence, with the ability to confidently and credibly engage senior leaders at large health systems, including CPOs and other executive stakeholders. You will regularly represent SureCost in high-stakes, value-driven conversations, particularly during Quarterly Business Reviews (QBRs) and renewal discussions.

Own Overall Customer Success

Serve as the primary owner of the customer relationship, with accountability for retention and long-term success—not just utilization or CSAT
Build trusted, executive-level relationships with pharmacy leadership, supply chain leaders, and health system stakeholders
Deeply understand each customer’s strategic goals, financial drivers, and operational challenges, and connect them to measurable SureCost outcomes
Monitor customer health using qualitative and quantitative signals, and lead cross-functional remediation plans for at-risk accounts
Conduct polished, insight-driven QBRs that demonstrate ROI, value realization, and strategic alignment
Act as the voice of the customer internally, influencing Product, Process, and Support priorities

Drive Adoption, Value and Retention

Develop and maintain success plans tied to business outcomes, not just feature adoption
Identify trends in usage, value realization and early indicators of churn risk
Partner closely with Implementation, Support, Product and Sales to remove adoption barriers and improve the customer experience
Share best practices and insights that help customers achieve measurable savings and operational improvements
Identify renewal and expansion opportunities and collaborate with Sales to support long-term growth

Build and Scale Our Customer Success Approach

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 dedicated Customer Success Manager (or equivalent) role within a SaaS company, with direct experience supporting healthcare technology, pharmacy operations or inventory management SaaS products
Proven ownership of post-implementation customer outcomes, with accountability tied to retention, renewals, expansion or revenue-based metrics
Hands-on product fluency—comfortable working directly in a proprietary SaaS platform to assess usage, guide best practices and ensure customers are realizing full value
Strong executive presence and communication skills, with demonstrated experience regularly presenting to senior leaders at large, complex customer organizations (e.g., health system executives), including leading QBRs and strategic value discussions
Analytical and strategic mindset, with experience translating usage data, operational metrics, and financial outcomes into clear ROI narratives
Entrepreneurial mindset and comfort operating in evolving, build-as-you-go environments where processes and tools are still being developed
Collaborative approach, with experience partnering closely across Product, Sales, Implementation and Support to drive customer success
Experience using CRM and customer success tools (e.g., Salesforce, HubSpot) to manage accounts, track health, and drive follow-through

How Success Is Measured:

Customer retention and renewal rates
Expansion ARR and product adoption metrics
Demonstrated customer value and ROI realization
Customer satisfaction and advocacy (NPS, testimonials, references)
Executive-level customer trust, advocacy and partnership strength

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/HSA plan to choose from and an employer contribution if you elect the HDHP/HSA plan !)
70% medical insurance premiums covered for dependents
Low-cost vision and dental coverage for employees
Automatic 3% employer contribution to 401k
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 – Retention & Growth

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