Client Success Manager - Pharmacy Software

SUMMARY

The Retail Pharmacy Client Success Manager (CSM) owns a portfolio of independent and community pharmacy clients and serves as a trusted advisor focused on retention, product adoption, performance, and growth. The CSM uses pharmacy operations knowledge, strategic discovery, and performance data to understand client priorities, recommend practical solutions, identify additional revenue opportunities, improve pharmacy efficiency and cost savings, lead business reviews, manage risk and escalations, and connect clients with the right Outcomes products and internal resources. This role requires strong business acumen, consultative account-management experience, disciplined portfolio execution, and the ability to influence decision-makers and cross-functional partners without direct authority.

ESSENTIAL DUTIES & RESPONSIBILITIES

Strategic client partnership and value realization Own the client relationship and account strategy for an assigned portfolio, building trusted partnerships with pharmacy owners, executives, operators, pharmacists, technicians, and other key stakeholders. Conduct purposeful discovery to understand each client’s business goals, operations, workflows, financial pressures, patient-care priorities, technology environment, risks, and measures of success. Lead strategic, consultative conversations and recommend solutions that align Outcomes capabilities with the client’s clinical, operational, and business objectives. Create and maintain account and success plans with measurable goals, stakeholder strategies, product adoption priorities, revenue and efficiency opportunities, as well as maintaining detail documentation of conversations. Performance, business reviews, and product adoption Lead recurring client touchpoints and virtual or onsite business reviews tailored to account needs and lifecycle stage. Analyze pharmacy performance, product utilization, engagement, workflows, and service trends to identify gaps, additional revenue opportunities, and opportunities to improve efficiency and reduce operating costs. Translate data into a clear client story: what is happening, why it matters, what is recommended, and how progress will be measured. Drive product adoption and value realization by coordinating tailored education, success plans, and cross-functional support. Retention, risk, growth, and escalation management Monitor client health across relationship, product adoption, performance, support, contractual obligations, and external-risk indicators; identify concerns early and lead recovery plans with clear owners and timelines. Manage high-impact escalations with urgency, empathy, sound judgment, and transparent communication through resolution. Support retention and renewal readiness by documenting value, strengthening stakeholder alignment, and addressing risks proactively. Uncover needs-based opportunities for additional products, programs, or services and coordinate qualified opportunities with Sales and other commercial partners. Cross-functional leadership and portfolio discipline Partner with Sales, Marketing, Product, Support, Clinical Operations, Finance, Implementation, and other teams to deliver a coordinated client experience and advocate for client needs. Provide structured voice-of-customer feedback that helps influence product, service, and process improvements. Prioritize portfolio activity based on client health, lifecycle stage, strategic importance, and business impact. Document meetings, decisions, risks, opportunities, commitments, and next steps accurately and maintain reliable follow-through. Prepare clear client communications, presentations, executive summaries, and internal updates; perform other duties and special initiatives as assigned.

REQUIRED QUALIFICATIONS

Experience working as a Client Success Manager, Account Manager, Strategic Account Manager, or comparable client-facing role managing an ongoing book of business. Practical experience working in or directly supporting retail, community, or independent pharmacy operations. Associate degree or equivalent combination of education and relevant experience. Demonstrated ability to lead strategic discovery, make consultative recommendations, use performance data to drive action, and manage client risk, escalations, and competing priorities. Strong executive communication, presentation, relationship management, problem-solving, organization, and cross-functional collaboration skills. Proficiency with Microsoft 365 and experience documenting client activity in a CRM or client success platform.

PREFERRED QUALIFICATIONS

Certified Pharmacy Technician (CPhT) credential, maintained in good standing. Bachelor’s degree in business, healthcare, pharmacy administration, communications, or a related field. Experience with pharmacy technology, retail pharmacy operations, workflow optimization, patient engagement, or initiatives that improve pharmacy revenue and operating efficiency. Experience supporting pharmacy owners, executives, multi-site operators, PSAOs, buying groups, or strategic retail pharmacy networks. Experience with Salesforce, client health tools, consultative selling, or strategic account-management methods.

MEASURES OF SUCCESS

Client retention, renewal readiness, satisfaction, relationship depth, and risk reduction. Product adoption, utilization, pharmacy performance, additional revenue opportunities, operating efficiencies, cost savings, and demonstrated client value. Quality and strategic relevance of business reviews, success plans, recommendations, and expansion opportunities. Timely escalation resolution and accurate account documentation, risk reporting, forecasting inputs, and action tracking.

ROLE SCOPE, WORKING & PHYSICAL CONDITIONS

Operates with moderate independence within established Client Success practices, policies, and commercial commitments; elevates material contractual, financial, regulatory, product, or reputational issues appropriately. Does not directly manage employees or hold independent budget or P&L authority unless otherwise assigned. Regular business hours, Monday through Friday, with occasional additional hours and domestic travel up to 10% based on client or business needs. Remote or office-based work as designated by the company; frequent sitting and computer work with routine office and travel-related physical activity. Reasonable accommodations may be made for qualified individuals. The total annual compensation for this position is targeted at $100,000 annually and is made up of a base pay of $75,000 plus commission. #J-18808-Ljbffr Outcomes