Strategic Customer Success Manager

Strategic Customer Success Manager (Program Manager)

Reports To: Associate Director, Customer Success; dotted line to Sales leadership

Location: Remote, USA (Field-Based)

Travel: Up to 50%

About Us: Cubex is the market leader in smart medication and supply management systems for the veterinary industry. We help veterinary hospitals, corporate groups, and academic institutions modernize how they manage inventory, controlled substances, and charge capture. Our cloud-based platform and patented CUBIE technology drive compliance, financial performance, and operational efficiency across thousands of hospitals in North America.

The Corporate Sales Pod: The Corporate Sales Pod is Cubex's dedicated enterprise account team. Each POD — a Corporate Sales Director, a Program Manager, and a Business Development Representative — owns a portfolio of assigned parent-account logos across the full customer lifecycle: new and greenfield, expansion, and renewal. The POD collaborates on a dotted-line basis with Cubex's regional Client Success Managers (CSMs), who deliver practice health checks, program optimization, and opportunity identification at the hospital and corporate-subsidiary level. Together, the POD drives program performance, growth, customer value impact, and overall client satisfaction as part of a long-term strategic relationship.

Position Summary: The Program Manager is the customer-value engine of the Corporate Sales Pod. Partnering with the Corporate Sales Director and the Program Development Representative, this role owns program health, adoption, and optimization across the POD's portfolio of parent-account logos — ensuring every logo realizes measurable value and stays renewal-ready. The Program Manager orchestrates the regional CSM team's practice health checks and optimization work into a coordinated enterprise program view, surfaces category-expansion signals for the POD to pursue, and leads Executive Business Reviews that keep Cubex embedded as the enterprise standard of care.

Core Responsibilities

Program Health, Adoption & Optimization:

• Own program health, adoption, and utilization across the POD's assigned parent-account logos.
• Translate regional CSM practice health checks and optimization findings into an enterprise program view by parent account.
• Drive remediation and optimization plans that improve customer health scores and operational outcomes.
• Maintain a live view of program adoption and ROI for customers and internal stakeholders.

Value Realization & Executive Engagement:

• Lead Executive Business Reviews (EBRs), ROI validation, and clinical/financial benchmarking.
• Quantify and communicate customer value impact across financial, operational, and regulatory dimensions.
• Support Continuing Education (CE) programs and standard-of-care rollouts.

Expansion Signals & Renewal Readiness:

• Surface category-expansion and new-hospital opportunities for the Corporate Sales Director and Program Development Representative to pursue.
• Keep every logo renewal-ready with health scoring, readiness plans, and early risk identification.
• Partner with the POD to align optimization work to the enterprise commercial program.

Collaboration & Coordination:

• Coordinate the dotted-line regional CSM team's engagement schedule across the portfolio.
• Partner with Implementation, Product, Support, and Customer Success for smooth transitions and high-impact delivery.
• Maintain accurate program and customer records in Salesforce.

Key Performance Indicators (KPIs)

• Program adoption and utilization across assigned logos.
• Customer health score improvement and Gross Revenue Retention.
• Contribution to Net Revenue Retention and expansion signals sourced.
• Executive Business Reviews completed and value/ROI validated.
• Renewal readiness and customer satisfaction.

Requirements

• 5+ years in customer success, program management, or account management in healthcare, veterinary, dental, or medtech.
• Demonstrated success driving adoption, optimization, and value realization for multi-site customers.
• Strong ability to build and present ROI, health-scoring, and program-impact narratives.
• Excellent stakeholder management with clinical and administrative audiences.
• Salesforce discipline; highly organized and proactive in a field-based role.
• Bachelor's degree in Business, Life Sciences, Healthcare, or related field preferred.

Perks & Benefits:

• Open PTO; including 9 observed holidays.
• Medical, dental, and vision insurance.
• Health Savings Account.
• Flexible Spending Accounts; Health Care and Dependent Care.
• 401(k) with generous company contribution- Safe Harbor Contribution.
• Company paid long-term disability and life insurance.
• Employee Assistance Program (EAP).
• United Pet Care pet coverage.
• Internet/cell and gym reimbursement.

Equal Employment Opportunity Statement: Mashura LLC is an Equal Opportunity Employer. We are committed to a workplace free of discrimination and harassment and make employment decisions on the basis of merit. Mashura LLC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.

In addition to federal law requirements, Mashura LLC complies with applicable state and local laws governing nondiscrimination in employment. We also provide reasonable accommodation for qualified individuals with disabilities and for religious practices, in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.