Manager, Customer Success - Healthcare Analytics

Role Overview

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 Post sales 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.

• 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.

• 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.

Minimum Requirement

Degree or equivalent and typically requires 4+ years of relevant experience.

Education

Bachelors degree (BS/BE/BTech) or above required.  MBA/MPH or advanced degree in an Analytics/ healthcare/pharmacy field preferred. 

Critical Skills

• 4+ years of experience in Customer Success, Account Management, or Client Services in healthcare, pharma, or data analytics, Oncology domain 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.

• Hands on Experience working with healthcare data (claims, provider, patient-level data).

• Excellent written and oral communication skills, with the ability to explain technical concepts to non-technical users.

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

• In-depth knowledge of healthcare data and analytics, with experience using data to solve business problems. 

Additional Skills 

• Ability to query data with SQL and apply it to common life sciences applications and use cases.

• Ability to build customer presentation decks that translate the data visually aligned to the customer/project request.

• Deep attention to detail, adherence to process and organization.

• Deep working knowledge of commercial Life Sciences data products (claims, EHR, provider reference data, HCP affiliations, HCO hierarchy, etc.)

•  Deep working knowledge of biopharma commercial and RWE use cases and how commercial Life Sciences data is best applied.

•  Willingness and enthusiasm to collaborate and unify teams and work streams between India and the US .

Technical Skills

Proficiency and expertise in the below tools are key to succeed in this role:

•  Customer management and project management software and tools (e.g., SalesForce Hub Spot, Microsoft Project, JIRA, Confluence, etc.). 

• SQL, python, and familiarity and proven experience in data analytics and analysis • Familiarity with regulatory requirements related to healthcare data (e.g., HIPAA) 

Work Model

• Work Location: Bangalore, India, Work is primarily in the office at McKesson Compile location.

•  The position is a hybrid role where the employee comes 3 days per week to work in office in Bengaluru.

About McKesson Corporation 

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.

About McKesson Compile

McKesson Compile is renowned for its innovative data offerings and commitment to improving healthcare outcomes. As part of McKesson, a leading healthcare services and information technology company, McKesson Compile leverages data to provide actionable insights and solutions for healthcare providers, payers, and biopharma companies. Our products, such as Provider 360, Open Claims Patient Ready Data, and Multi Payer Closed Claims Patient Ready Data, are designed to address complex business problems and drive value for our clients. Mckesson Compile is part of Ontada by Mckesson.

About Ontada by Mckesson

Ontada powers innovation in oncology with evidence generation, insights, and technology that connect life sciences, providers, and patients to improve outcomes. As part of McKesson, Ontada combines deep oncology expertise with scaled capabilities to help customers achieve measurable clinical and business results.