Customer Success Manager

About ScriptlyScriptly is a modern, cloud-based pharmacy management system (PMS) that helps pharmaciesstreamline operations, reduce costs, and improve patient care. Our all-in-one platform servesspecialty pharmacies, mail-order pharmacies, multi-store operations, and emerging pharmacybusinesses. We are revolutionizing pharmacy technology with intuitive workflows, powerfulintegrations, and a commitment to customer success.Ready to make your application Please do read through the description at least once before clicking on Apply.About the RoleThe Customer Success Manager (CSM) is responsible for building and maintaining strongrelationships with Scriptly's pharmacy customers, ensuring they achieve maximum value fromour platform. This role serves as the primary point of contact for assigned accounts, drivingproduct adoption, customer satisfaction, and long-term retention.The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, hasa passion for helping customers succeed, and can effectively communicate complex technicalconcepts to diverse audiences. You will work cross-functionally with Sales, Engineering, andSupport teams to advocate for customer needs and contribute to Scriptly's growth.Key Responsibilities• Own the customer relationship for a portfolio of pharmacy accounts, serving as theirtrusted advisor and primary point of contact• Lead customer onboarding and implementation, ensuring smooth transitions and rapidtime-to-value• Conduct regular business reviews and check-ins to assess customer health, identifyopportunities, and address concerns proactively• Drive product adoption by training customers on new features and best practices forusing the Scriptly platform• Monitor customer usage metrics and health scores to identify at-risk accounts anddevelop retention strategies• Collaborate with the Sales team on upsell and expansion opportunities within existingaccounts• Advocate for customer needs by gathering feedback and working with Product teams toinfluence the roadmap• Develop and maintain customer success documentation, playbooks, and trainingmaterials• Resolve escalated customer issues by coordinating with Support and Engineering teams• Track and report on key customer success metrics including NPS, retention, andexpansion revenue• Partner with Marketing to develop customer case studies, testimonials, and referralprogramsRequired Qualifications• 3+ years of experience in Customer Success, Account Management, or a similarcustomer-facing role• Excellent communication and presentation skills, with the ability to engage stakeholdersat all levels• Strong analytical skills with experience using data to drive decisions and identify trends• Ability to manage multiple accounts and priorities simultaneously• Self-motivated with excellent organizational and time-management xhyhwjd skills• Customer-centric mindset with a passion for helping clients succeed• Comfort with technology and ability to quickly learn new software platforms• Commitment to company values and ability to thrive in a collaborative team environment• Experience working with pharmacy, healthcare, or health-tech clients preferred• Pass a background check prior to hire• Knowledge of pharmacy operations and workflowsNice to Have• Experience in the pharmacy, healthcare, or health-tech industry• Familiarity with pharmacy systems or healthcare compliance requirements (HIPAA)• Proficiency with project management tools such as Jira, Asana, , or similarplatformsWhat We Offer• Competitive salary and benefits package• Flexible remote/hybrid work environment• Opportunity to make a direct impact in a fast-growing health-tech company• Collaborative, supportive team culture