Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive measurable outcomes for customers by managing the entire post-sale lifecycle...

• Act as the primary accountable individual for designated customer relationships...

• Create, implement, and continuously enhance customer success strategies...

• Establish trusted connections through proactive communication and consultative support...

• Oversee onboarding, education, and ongoing coaching for customers...

• Collaborate effectively with Customer Service, Pharmacy Operations, and Manufacturing...

• Track customer adoption, utilization, engagement, adherence, and operational performance...

• Gather customer feedback, operational insights, and engagement trends...

• Regularly assess customer health indicators and engagement patterns...

• Aid in achieving scalable operational excellence by documenting best practices...

⛳️ Requirements

• 2–5 years of experience in Customer Success, healthcare operations, patient services, specialty pharmacy, or regulated enterprise support roles.

• Bachelor’s degree in healthcare administration, life sciences, nursing, public health, operations, health informatics, supply chain, or equivalent experience — OR equivalent demonstrated work experience.

• Proficiency with CRM systems (Salesforce), customer success platforms, and BI tools (Tableau/Power BI); strong Excel skills.

• Experience with analytics, risk models, or AI-driven tools is preferred.

• Demonstrated success in coaching, training, and enablement; strong analytical and communication skills.

• Proactive, ownership-oriented, outcome-focused mindset.

• Preferred experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows.

• Familiarity with QBRs/EBRs and Customer Success platforms (e.g., Gainsight) is desirable.

• Formal training or working knowledge of USP or other compounding standards (for 503A/503B roles) is desirable.

• Required: HIPAA training (mandatory upon hire and annually).

• Preferred: Certified Customer Success Manager (CCSM), Lean/Six Sigma certification.

🏝️ Benefits

• Medical, dental, and vision coverage

• Paid time off

• 401(k) matching

• Wellness perks

• IV therapy

• Compounded medications