Customer Success Manager

Position Summary

The Customer Success Manager drives measurable customer outcomes by owning the complete post-sale lifecycle across assigned 503A and 503B customer portfolios, ensuring adoption, retention, satisfaction, and renewal readiness while advancing strategic growth objectives. This role orchestrates cross-functional execution, translates customer insights into scalable improvements, and proactively mitigates operational risk within a highly regulated, hyper-growth environment. Leveraging AI as a force multiplier, the role accelerates decision-making, prioritization, predictive risk identification, customer engagement, and operational quality through data-driven intelligence and automation.

Responsibilities

Customer Lifecycle Management

• Lifecycle Ownership: Serve as the single accountable owner for assigned customer relationships throughout the post-sale lifecycle, leading onboarding, adoption, enablement, customer health monitoring, retention activities, and renewal readiness using AI-powered customer insights and workflow automation.
• Success Planning: Develop and refine customer success plans aligned with therapies, services, and operational capabilities while utilizing AI-enabled analytics to prioritize opportunities and identify risks.
• Relationship Excellence: Build trusted customer relationships through proactive communication, consultative guidance, and AI-assisted customer intelligence.

Customer Enablement and Operational Excellence

• Customer Enablement: Lead onboarding, education, and customer coaching to ensure compliant and effective use of therapies, products, and workflows.
• Operational Coordination: Collaborate with Customer Service, Pharmacy Operations, Manufacturing, Fulfillment, Quality, Medical Affairs, Product Management, and Commercial teams to resolve customer challenges and improve service delivery.
• Performance Monitoring: Monitor customer adoption, utilization, engagement, and operational performance using CRM, business intelligence, and AI-powered analytics tools.

Business Insights and Continuous Improvement

• Insight Generation: Capture customer feedback and operational trends to identify opportunities for improving products, services, and customer experiences.
• Risk Management: Evaluate customer health indicators and compliance considerations to proactively identify and mitigate risks.
• Continuous Improvement: Support operational excellence through workflow standardization, process optimization, and knowledge management initiatives.

Knowledge and Skills

• Expertise with Salesforce CRM, Customer Success platforms, Microsoft Excel, Tableau or Power BI, AI-enabled analytics, workflow automation, and customer intelligence technologies.
• Knowledge of customer lifecycle management, onboarding, enablement, retention strategies, renewal readiness, risk management, and continuous improvement methodologies.
• Strong communication, relationship management, strategic planning, problem-solving, collaboration, coaching, and leadership skills.
• Experience leveraging artificial intelligence, predictive analytics, automation technologies, and data-driven decision-making.

Experience and Qualifications

• 2–5 years 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.
• Proficiency with Salesforce CRM, customer success platforms, Tableau, Power BI, and Excel.
• Experience using analytics, risk models, or AI-driven tools preferred.
• Strong coaching, training, analytical, and communication abilities.
• Experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows preferred.
• Familiarity with QBRs/EBRs and Customer Success platforms such as Gainsight desirable.
• Knowledge of USP<797>/<800> compounding standards desirable.
• HIPAA training required on hire and annually.
• Preferred certifications: Certified Customer Success Manager (CCSM), Lean/Six Sigma.

Employee Benefits, Health and Wellness

Comprehensive benefits include medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications.

Physical Requirements

The employee is required to communicate effectively, remain stationary for extended periods, use office productivity devices, move around the office and corporate campus, and regularly stand, walk, reach, climb, balance, stoop, kneel, crouch, or crawl.