Customer Success Manager, (EHR Oncology)

McKesson is an impact\-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well\-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. 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 accountstrategy, 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 monitorhealth scoring frameworks, success plans, and dashboards; leveragevoice\-of\-customer, and performancedata 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 delivera 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 throughmonitoring ofexecution, 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. RequiredQualifications Experience in Customer Success, Account Management, or Client Servicesin 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% We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long\-term incentive opportunities may be offered. For more information regarding benefits at McKesson, Our Base Pay Range for this position $79,600 \- $132,600 McKesson has become aware of online recruiting\-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting\-related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com. McKesson is an Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability\_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted. Join us at McKesson!