Customer Success Manager, Acute – Retention

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)

Sure Cost 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 Sure Cost, 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.

Sure Cost 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乾 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 Sure Cost as a long‑term strategic partner.

This is a brand new role and as a result, is highly entrepreneurial. Our Acute customer success approach still evolving, 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, تجاوز with the ability to confidently and crediblyλάβ engage senior leaders at large health systems, including CPOs and other executive stakeholders. You will regularly represent Sure Cost in high‑stakes, value‑driven conversations, particularly during Quarterly Business Reviews Paypal and renewal discussions.

• 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 Sure Cost 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

• 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 sink and expansion opportunities and collaborate with Sales to support long‑term growth