Director, Customer Success

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November 28

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Nuvem

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Healthcare Insurance • Pharmaceuticals

Nuvem is a company that empowers covered entities by providing holistic solutions for pharmacy management and the 340B program. They aim to positively impact patient health and financial outcomes by offering technology and expertise in managing pharmacy programs, maintaining compliance, and achieving clinical objectives. Nuvem supports health centers of all sizes, helping them navigate the complexities of the 340B program, manufacturer restrictions, and claim capture to focus on providing high-quality care. Their services include pharmacy management, clinical programs, patient engagement, and outsourced 340B management. They pride themselves on being a comprehensive solution for client and compliance support in the healthcare sector.

201 - 500 employees

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• Manage and develop a team of approximately 10 Customer Success Managers, providing coaching, direction, and ongoing performance feedback. • Observe CSM customer interactions, QBRs, and scorecard reviews to ensure consistency, quality, and strong value communication. • Build a culture centered around accountability, customer outcomes, and continuous improvement. • Ensure CSMs deliver clear, measurable monthly customer outcome scorecards that articulate the value of our products and services. • Oversee the creation, execution, and progression of customer success plans, ensuring alignment with customer goals and strategic initiatives. • Provide strategic guidance to CSMs on program optimization and value realization opportunities. • Own the customer health program, ensuring consistent monitoring of health scores, engagement, product adoption, and risk indicators. • Develop and manage playbooks for early risk identification, escalation handling, and customer save motions. • Partner with Sales to drive predictable, on-time renewals and support expansion readiness. • Ensure customers maintain positive health trajectories and achieve long-term success with NuvemRx solutions. • Act as the senior leader supporting customer escalations, coordinating with Product, Support, and Operations to drive timely resolution. • Provide CSMs with guidance and talking points for executive conversations, challenging discussions, or sensitive account situations. • Strengthen senior-level relationships with strategic customers as needed to reinforce support and confidence. • Standardize customer success processes, playbooks, and operating rhythms to ensure consistency across the team. • Drive adoption and effective use of Customer Success tools such as Salesforce to enhance visibility and forecasting accuracy. • Partner cross-functionally to improve customer onboarding, customer insights, and lifecycle engagement models.

🎯 Requirements

• Bachelor’s degree in business, healthcare administration, or related field. • Prior experience in customer success or account management, with at least 3+ years managing teams in a SaaS or tech-enabled services environment. • Demonstrated success in improving customer outcomes, driving retention, and supporting renewals. • Experience with customer health scoring models, success plans, and outcome-based scorecards. • Strong communication skills with the ability to support CSMs in customer-facing executive conversations. • Highly organized, data-driven, and skilled in guiding teams through structured processes and frameworks. • Experience using Customer Success technology (Gainsight, Salesforce, HubSpot, Totango, etc.). • Knowledge of healthcare or pharmacy-related workflows helpful but not required. • Experience implementing customer segmentation or tiering strategies. • Background in coaching CSM teams within fast-paced, growing organizations.

🏖️ Benefits

• equal employment opportunities (EEO) to all employees and applicants