Client Success Manager - Retail Pharmacy Technology

Description

Job Summary

The Client Success Manager (CSM) is responsible for developing trusted, long-term partnerships with clients to ensure they achieve meaningful business outcomes and maximum value from our solutions. This role is proactive and strategic — focused on understanding client goals, driving product adoption, preventing churn, and identifying growth opportunities. By acting as a liaison between clients and internal teams, the CSM ensures that clients are engaged, satisfied, and positioned for long-term success with the organization’s products and services.

Responsibilities

Essential Duties and Responsibilities

• Client Onboarding: Guide new clients through onboarding and implementation to ensure a smooth, successful start and full understanding of available tools and resources.
• Relationship Management: Build and maintain strong, long-term relationships with key stakeholders to foster trust, engagement, and alignment with client business objectives.
• Value Realization: Partner with clients to define success metrics, monitor progress, and ensure they achieve measurable results from the company’s products and services.
• Client Health Monitoring: Track client engagement, usage data, and adoption patterns to identify trends, risks, and opportunities for improvement.
• Proactive Problem Solving: Anticipate client challenges, develop action plans, and work collaboratively with internal teams to resolve issues before they impact satisfaction or retention.
• Cross-Functional Collaboration: Collaborate with sales, implementation, product, and support teams to ensure a seamless client experience and alignment on client goals.
• Growth & Retention: Identify upsell, renewal, and expansion opportunities by understanding client needs and positioning additional solutions that deliver value.
• Business Reviews & Communication: Conduct regular value reviews with clients to highlight ROI, share best practices, and reinforce partnership outcomes.
  
  

Qualifications

Knowledge and Requirements

• Strong relationship-building and consultative communication skills.
• Proven ability to analyze data, identify trends, and make strategic recommendations.
• Exceptional organizational and time management abilities with attention to detail.
• Comfortable leading client meetings, presentations, and business reviews (virtual or in-person).
• Proactive, strategic mindset focused on client retention, growth, and success.
• Ability to collaborate effectively across departments and influence without authority.
• Demonstrated empathy, professionalism, and commitment to client satisfaction.
• Travel may be required (up to 20%) based on client needs and business priorities.
  
  

Education and Experience Requirements

• Bachelor’s degree in Business, Communications, or related field; equivalent experience considered.
• 3 years of experience in Client Success, Account Management, or a client-facing role in a SaaS, technology, or service-oriented environment.
• Experience using CRM or client success platforms: Salesforce is highly preferred.
• Proven track record of driving client adoption, retention, and expansion.
  
  

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility