Customer Success Manager, (EHR Oncology) at McKesson · USA

​​​Role Summary

The Customer Success Manager (CSM) is responsible for end-to-end ownership of assigned customer accounts, ensuring successful delivery, driving value realization, and enabling long-term customer outcomes while elevating the voice of the customer. This role serves as the primary point of engagement for customers, driving alignment across internal teams, managing execution against contractual commitments, and proactively guiding customers to achieve desired outcomes.

Scope & Ownership

Owns a portfolio of customer accounts, with full relationship ownership; serves as the primary point of contact responsible for leading account strategy, driving onboarding and ongoing engagement, and ensuring successful delivery across the customer lifecycle.

Leads/supports executive engagement (e.g., QBRs/EBRs), manages escalations, and partners cross-functionally to remove friction, ensure alignment, and deliver on contractual commitments while driving renewal and expansion outcomes.

Key Responsibilities

• Customer Relationship Management: Serve as the primary point of contact; build strong, trusted relationships and lead ongoing customer engagement across the lifecycle

• ​​​​​Value Realization & Adoption: Define and track time-to-value, utilization, and outcome attainment; drive adoption and measurable outcomes to ensure customers realize meaningful business value

• Renewals & Expansion: Own renewal strategy, risk mitigation, and forecast accuracy; partner with Sales/Account Management to identify and drive expansion opportunities aligned to customer goals

• Delivery Oversight & Execution: Ensure delivery aligns with contractual scope, timelines, and quality expectations; monitor account health and proactively mitigate risks

• Escalation & Issue Resolution: Orchestrate resolution of complex product, data, or service issues; partner cross-functionally to remove friction and restore delivery momentum

• Cross-Functional Alignment & Influence: Coordinate across internal stakeholders to ensure aligned execution; represent the voice of the customer in roadmap discussions and drive best practices for adoption and data use

• Customer Health & Insights: Update and monitor health scoring frameworks, success plans, and dashboards; leverage voice-of-customer, and performance data to drive continuous improvement

• Financial & Contractual Accountability: Maintain alignment between delivery, revenue recognition, invoicing, and contract terms; ensure accurate forecasting and financial transparency

• Process, Tooling & Governance: Standardize operating cadences and tools; drive scalable processes, automation, and adherence to compliance, data privacy, and regulatory requirements

Core Competencies

• Customer Value & Adoption: Drive adoption, utilization, and time-to-value to ensure customers achieve measurable business outcomes.

• Customer Experience & Engagement: Build trusted relationships and deliver a high-quality customer experience that drives satisfaction, retention, and executive engagement.

• Commercial & Revenue Impact: Support and drive renewals and expansion by aligning customer outcomes with business, financial, and contractual objectives.

• ​​​Technical & Data Fluency: Demonstrate familiarity with data and product concepts to support customer interactions and coordinate with internal experts as needed.

• Operational Excellence & Execution: Ensure consistent, high-quality delivery through monitoring of execution, SLA adherence, and proactive risk and escalation management.

• Cross-Functional Leadership & Ownership: Align stakeholders, own the end-to-end customer lifecycle, and advocate for the voice of the customer across the organization.

Required Qualifications

• Experience in Customer Success, Account Management, or Client Services in life sciences; Oncology experience preferred.

• Track record achieving/overachieving in efforts managing top strategic clients.

• Executive presence: ability to influence cross-functionally and communicate complex data/analytics value to technical and business stakeholders.

• Strong problem solving, change management, and operating rigor (OKRs/KPIs, cadences, forecasting).

Preferred

• Oncology, life sciences, provider networks, real-world data/evidence, or clinical decision support experience.

• Familiarity with compliance requirements and CRM/CSM platforms and analytics (e.g., Salesforce)

• MBA/MPH or advanced degree in a relevant field preferred.

Work Model & Travel

Work Location: Remote; Travel: ~25%