Job Details

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.

Position Summary

The CVP Customer Success Manager will be responsible for driving customer success and satisfaction by managing and growing our strategic accounts. This role will support customers that utilize our Clear Value Plus product for clinical decision-making, ensuring they receive the maximum value from our solutions. Additionally, this role ensures that our solutions support clinical, operational, and business goals while delivering measurable value to providers and patients.

As a trusted advisor, the CSM builds strong client relationships, manages escalations, and leads proactive support efforts to exceed customer expectations. You’ll collaborate with a high-performing team to solve complex healthcare challenges and scale impactful technology.

Key to this role is a data-driven mindset—you’ll use actionable insights to:

• Monitor adoption trends and identify gaps in usage.
• Drive feature utilization and workflow optimization.
• Establish, track, communicate, and optimize KPIs to drive account success.
• Translate analytics into strategic recommendations that improve outcomes and fuel account growth.
• Provide training to customer Super Users

You’ll immerse yourself in customer workflows, uncover root challenges, and deliver scalable solutions that enhance the provider experience and support better patient care.

The ideal candidate is a relationship-focused with strong operational acumen, a passion for measurable outcomes, and the agility to thrive in a fast-paced, evolving environment.

Responsibilities

Lead and influence strategic technology initiatives

• Engage the customer with a commercial mindset, ensuring that client success strategies are aligned with business objectives and drive profitable growth.
• Drive the development and execution of adoption and growth (upsell/cross-sell) strategies, ensuring long-term success and value for customers.
• Deliver updates and insights at regular intervals to surface opportunities.
• Maintain technology billing for other technologies like Ontada Health and iKnowMed to ensure good customer financial health

Build Lasting Relationships

• Build and maintain strong, multi-faceted relationships with key decision-makers at client organizations, navigating complex, high-stakes situations to ensure ongoing satisfaction and success.
• Represent the customer’s perspective internally to ensure alignment with Ontada priorities while advocating the Voice of Customer.
• Work with clinical, operational, and executive stakeholders (SCRI, Provider Solutions and Ontada) to identify opportunities for improvement.

Proactive Problem Solving

• Anticipate customer needs and proactively address potential issues with innovative, value-driven solutions.
• Contribute to and utilize a robust system for gathering and analyzing client data and feedback to identify areas for improvement and develop targeted strategies to address gaps.

Customer-Centric Strategy

• Partner with leaders across the organization to introduce new processes and initiatives that improve service quality and overall customer experience.
• Create, monitor, analyze, report, and optimize key metrics to identify and resolve challenges; drive continuous improvement and Clear Value Plus adoption.
• Use data and actionable insights to inform decisions and address challenges in a complex healthcare environment.
• Leverage experience and best practices to develop and implement strategies that prioritize the customer experience with Ontada solutions.
• Align training, implementation, product, and support teams to deliver seamless service.

Drive Customer Engagement

• Lead initiatives to enhance customer engagement and loyalty.
• Support initiatives such as SCRI and Interoperability to enhance clinical efficiency and continuity of care.
• Champion innovation through pilots/Beta release, data-sharing initiatives, and strategic partnerships that elevate oncology care.
• Lead communication efforts related to technology initiatives and updates.
• Support new features and capability launches with minimal disruption to clinical operations.

Qualifications

• 5+ years of proven experience in Account Manager/Customer Success with a focus on EMR systems.
• Strong strategic thinking and problem-solving skills.
• Demonstrated ability to drive complex cross-functional initiatives.
• In-depth knowledge of industry trends and Oncology EMR competitive landscape.

• Bachelor’s degree in Nursing, Health Informatics, Business, or related field.
• Familiarity with additional systems such as Clear Value Plus, iKnowMed, Practice Insights, and Ontada Health.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Ability to influence and align diverse stakeholders.
• Strong organizational and project management capabilities.
• Experienced in Change Management and conflict resolution.
• Proficiency in Microsoft Office Suite and collaboration tools (e.g., Teams, Copilot).
• Travel less than 10%

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, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!