Customer Success is a proactive, strategic function focused on ensuring pharmacies achieve their desired business outcomes through utilising the Pharmx ecosystem (Gateway, Pharmacy Portal and Marketplace). As a Customer Success Manager, you bridge the gap between proactive growth and reactive support.
You are responsible for the end-to-end lifecycle of the pharmacy portfolio: acquiring and onboarding new users, driving deep product adoption, and identifying opportunities to deliver sustained value over time ensuring the customer insights you learn along the way are fed into the development of our platforms to continue to evolve the value we deliver to pharmacies.
Pharmacy experience isn’t essential, but a passion to build and maintain lasting relationships is.
The perfect Customer Success Manager is a strategic operator, systems thinker, and relationship builder. You blend deep empathy for pharmacists with the knowledge of how to use technology including Agentic AI and automated workflows to deliver a "high-touch" feel at scale. You are skilled in driving product uptake, retention and revenue while utilising repeatable processes and data-informed decision-making to transform the pharmacy's experience.
Performance in this role is tracked against the following account-health and growth metrics:
Portfolio growth: % of total procurement value processed per pharmacy, tracked monthly against a target uplift.
Engagement: Repeat rate / active accounts per pharmacy per month.
Adoption: Module uptake per pharmacy across Gateway, Marketplace, Data and Rep Ordering.
Retention: Gross and net revenue retention across the assigned book; churn and at-risk accounts flagged early via health scoring.
Time-to-value: Time from onboarding kickoff to first documented value moment for new pharmacy accounts.
Onboarding Execution: Manage end-to-end onboarding for new pharmacy users handed off from Sales Pharma, with a structured plan to reach their "first value" moment quickly.
Strategic Relationship Management: Build trusted relationships with key pharmacy contacts, acting as a consultant who understands their specific business goals.
Success Planning & QBRs: Build a success plan for each named account and run quarterly (or segment-appropriate) business reviews that tie platform usage back to the pharmacy's own goals.
Adoption & Education: Educate customers on platform use, best practice and new features to drive deeper engagement across Gateway, Portal and Marketplace.
Retention & Revenue: Own renewals for the assigned portfolio and monitor account health to proactively mitigate churn. Identify expansion opportunities, such as premium features or increased category spend.
The Feedback Loop: Capture structured pharmacy feedback and collaborate with Product to ensure the "voice of the customer" shapes the roadmap.
High-Standard Delivery: Provide timely, accurate, and empathetic assistance across email, chat, and phone.
Operational Execution: Follow established Standard Operating Procedures (SOPs) for triage, prioritisation, and resolution of pharmacy queries.
Technical Troubleshooting: Investigate system errors or outages, managing customer communications and coordinating with technical teams for resolution.
Self-Service Promotion: Guide customers toward self-service resources (FAQs, AI chat agents) to empower them and improve operational efficiency.
AI Adoption: Inform the development and utilise embedded Agentic AI systems (automated guides, health check agents) to enhance the customer journey and reduce manual effort.
Data-Driven Engagement: Use CS platforms and CRM data to trigger proactive outreach based on usage trends and health scores.
Continuous Improvement: Monitor the performance of AI-driven support tools and provide feedback and improvement suggestions to improve accuracy and customer trust.
Strategic Advocacy: Synthesise portfolio-wide trends into actionable insights for the Product team to reduce friction and increase platform value.
Growth Alignment: Act as an operational link between Commercial, Marketing and Product ensuring customer feedback informs top-of-funnel messaging and that new users are nurtured effectively.
2+ years in a customer-facing role (customer success, account management or client services), ideally in SaaS, marketplace or healthtech.
Comfortable working with CRM and customer success tooling. Pharmx will provide platform-specific training.
Working familiarity with customer health-scoring, NPS/CSAT and adoption metrics.
Confident using and coaching others to use AI-assisted and automated workflows in day-to-day account management.
Strong written and verbal communication; able to translate technical detail for a non-technical pharmacy audience.
Bachelor's degree or equivalent experience; pharmacy or healthcare industry exposure is a plus but not required.