- Company Name
- Asepha
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title:** Customer Success Manager
**Role Summary:**
Lead end‑to‑end success for enterprise pharmacy and health‑tech customers by driving onboarding, adoption, and measurable ROI. Serve as the primary customer advocate, coordinate multi‑stakeholder implementations, and identify growth opportunities while collaborating closely with product and engineering teams.
**Expectations:**
- Own customer outcomes and ensure achievement of defined success criteria.
- Manage complex, multi‑stakeholder deployments with on‑time delivery.
- Communicate effectively with both frontline users and executive sponsors.
- Maintain rigorous operational hygiene (CRM, project tracking, documentation).
- Operate autonomously in a fast‑paced startup environment and adapt to ambiguity.
- Travel occasionally for on‑site engagements and conferences.
**Key Responsibilities:**
- Drive customer onboarding, implementation, and go‑live activities; create rollout plans with timelines, milestones, risks, and owners.
- Conduct regular health checks, weekly/bi‑weekly check‑ins, and quarterly business reviews; provide status reporting to customers and internal leadership.
- Capture workflow requirements, edge cases, and success metrics; partner with product/engineering to prioritize roadmap items.
- Deliver training, develop enablement materials, and promote sustainable user adoption and change management.
- Identify expansion opportunities, support renewals, and craft ROI narratives for upsells.
- Serve as the internal voice of the customer, escalating issues and ensuring timely resolution.
**Required Skills:**
- 2+ years in Customer Success, Project Management, Implementation, or Technical Account Management (enterprise/health‑tech preferred).
- Proven ability to manage complex, multi‑stakeholder implementations and drive adoption to measurable outcomes.
- Excellent written and verbal communication; ability to tailor messaging to operators and executives.
- Strong organizational and accountability skills; adept at managing timelines, risks, and follow‑ups.
- Proficiency with modern implementation tools (CRM, project trackers, ticketing systems, documentation platforms).
- Experience collaborating cross‑functionally with product and engineering teams.
- Resourceful problem‑solver comfortable navigating ambiguity and maintaining momentum.
- Familiarity with pharmacy or healthcare workflows (pharmacist, pharmacy technician, or assistant experience) is a plus.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Life Sciences, Health Administration, or related field preferred.
- Relevant certifications (e.g., PMP, Customer Success Management) considered an asset.