Senior Customer Success Manager

Company Description

NourishedRx is on a mission to eradicate poor diet and nutrition insecurity as leading drivers of death, disease, and health disparities. Founded in 2019, NourishedRx is a digital health and nutrition company helping people live healthier lives.

Leveraging the healing and connective power of food, NourishedRx partners with healthcare organizations and food systems to improve health outcomes, transform healthcare delivery, and strengthen communities and local food systems.

Visit nourishedrx.com.

Join us in revolutionizing healthcare through food.

Position Summary

We are seeking an experienced, motivated Senior Customer Success Manager who is passionate about improving health outcomes and building strong customer partnerships.

This role is responsible for managing strategic customer relationships, ensuring customer satisfaction and program success, and driving retention, renewals, and account growth. The ideal candidate combines strong relationship management, analytical thinking, commercial awareness, and hands-on problem-solving.

The Senior Customer Success Manager reports to the Vice President of Customer Success and works closely with our Solutions & Delivery team and cross-functional partners across Growth, Clinical, Operations, Product, and Technology to ensure customers achieve their goals and programs deliver meaningful results.

Key Responsibilities

Strategic Account Management

• Manage strategic healthcare accounts and build strong relationships with key stakeholders and executives.
• Own customer relationships from onboarding through renewals and expansion.
• Develop account plans to drive satisfaction, retention, and revenue growth.
• Lead customer meetings, QBRs, and executive discussions to demonstrate program value.
• Serve as a trusted advisor, proactively identifying customer needs and opportunities.

Customer Success & Program Performance

• Monitor customer satisfaction, program performance, and contractual commitments.
• Analyze data and outcomes to identify risks and opportunities for improvement.
• Partner with Solutions & Delivery on implementations, ongoing delivery, and issue resolution.
• Lead customer communications and escalations, ensuring timely resolution and follow-through.
• Drive improvements in customer experience, program performance, and outcomes.

Customer Insights & Growth

• Share customer feedback and insights to inform product, service, and growth strategies.
• Identify and pursue renewals, expansions, and new program opportunities.
• Collaborate across teams to develop solutions and support account growth.
• Stay informed on healthcare trends, customer priorities, and market opportunities.

Operational Excellence & Collaboration

• Maintain accurate customer documentation, including contacts, contracts, requirements, and account plans.
• Improve customer success processes, reporting, and communication.
• Coordinate across Growth, Solutions & Delivery, Clinical, Operations, Product, Technology, and Data.
• Mentor junior team members and share customer success best practices.

Qualifications

• Bachelor's degree in healthcare, business, or a related field.
• 5+ years of experience in customer success, strategic account management, consulting, or related roles, including 3+ years in healthcare.
• Experience working with health plans, healthcare organizations, digital health companies, or value-based care programs preferred.
• Proven ability to manage complex customer relationships, engage executive stakeholders, and drive strategic discussions.
• Demonstrated success improving customer satisfaction, retention, renewals, and account growth.
• Strong analytical skills, with the ability to interpret program performance and outcomes data, identify insights, and develop actionable recommendations.
• Experience working across multiple teams to solve problems and drive results without direct authority over all resources.
• Excellent communication, presentation, relationship-building, and problem-solving skills.
• Ability to balance strategic account management with hands-on execution and problem-solving.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
• Comfortable navigating ambiguity, taking initiative, and working independently.
• Understanding of nutrition insecurity, Food is Health, and diet-related chronic conditions preferred.
• Ability to travel up to 25% of the time.

Benefits

• Competitive salary, bonus, and benefits package.
• Opportunity to work with a talented, mission-driven team in a growing organization.
• Opportunity to make a meaningful impact on healthcare and the lives of our members.

To Apply

Please visit the NourishedRx careers page at https://www.nourishedrx.com/careers or email our hiring team at hiring@nourishedrx.com