Customer Success Manager

About the Role

The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships with Scriptly’s pharmacy customers, ensuring they achieve maximum value from our platform.

This role serves as the primary point of contact for assigned accounts, driving product adoption, customer satisfaction, and long-term retention. The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, has a passion for helping customers succeed, and can effectively communicate complex technical concepts to diverse audiences. You will work cross-functionally with Sales, Engineering, and Support teams to advocate for customer needs and contribute directly to Scriptly’s growth.

Key Responsibilities

Relationship Management & Onboarding

• Trusted Advisor: Own the customer relationship for a portfolio of pharmacy accounts, serving as their primary point of contact and subject matter expert.

• Onboarding & Implementation: Lead customer onboarding, ensuring smooth transitions and rapid time-to-value for new pharmacy clients.

• Business Reviews: Conduct regular business reviews and check-ins to assess account health, uncover growth opportunities, and address concerns proactively.

Adoption, Retention & Growth

• Drive Product Adoption: Train pharmacy staff on new features, product updates, and industry best practices to maximize platform usage.

• Health Monitoring: Track customer usage metrics and health scores to identify at-risk accounts early and implement effective retention strategies.

• Account Expansion: Partner closely with the Sales team on upsell and expansion opportunities within existing accounts.

Operations & Cross-Functional Collaboration

• Voice of the Customer: Advocate for customer needs by gathering direct feedback and collaborating with Product teams to influence the product roadmap.

• Documentation & Playbooks: Develop and maintain customer success documentation, best-practice playbooks, and self-serve training materials.

• Escalation Resolution: Efficiently resolve escalated customer issues by coordinating across Support and Engineering teams.

• Marketing Partnerships: Work with Marketing to identify customer success stories, case studies, testimonials, and referral opportunities.

Other Duties Assigned

• Performs related duties in support of department goals

• Assists with special projects and initiatives as needed

• Supports team members and cross-functional tasks during peak periods

• Other related duties as required to meet operational objectives

Qualifications & Requirements

Required Experience & Skills

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role in a SaaS or tech environment.

• Communication: Exceptional written, verbal, and presentation skills with proven ability to engage stakeholders across all organizational levels.

• Analytical Mindset: Strong analytical skills with hands-on experience using data metrics to drive operational decisions and identify usage trends.

• Account Management: Proven track record of managing multiple client accounts, balancing competing priorities, and delivering under fast-paced conditions.

• Technical Aptitude: Comfort with software technology and a demonstrated ability to learn new digital platforms rapidly.

• Personal Attributes: Self-motivated, highly organized, customer-centric, and committed to working collaboratively within a team-oriented culture.

Preferred Qualifications

• Prior experience working directly with pharmacy, healthcare, or health-tech clients.

• Working knowledge of pharmacy operations, workflows, and industry standards.

Pre-Employment Requirements

• Must successfully pass a background check prior to start date.

Performance Metrics

Success in this role will be measured by key performance indicators including:

• Net Promoter Score (NPS) and customer satisfaction metrics

• Gross & Net Revenue Retention across assigned portfolio

• Product Adoption Rate and active platform engagement

• Expansion Revenue driven in collaboration with Sales

Location: Schaumburg, Illinois with hybrid opportunity of 2 days once approved.

Pay Range: $60,000 to $70,000 annually

Final compensation will be based on factors such as experience, skills, and qualifications.

We offer a benefits package that includes:

• Paid leave: Unlimited paid time off per year, which may be used for any reason, in accordance with Illinois and local paid leave laws
• Health insurance: Medical, dental, and vision coverage
• Retirement: 401(k) with an employer match
• Paid holidays: 6 company-paid holidays per year
• and more....