[Hiring] Manager of Customer Success @Strive Pharmacy

Role Description

The Manager of Customer Success is responsible for leading, developing, and supporting a team of Customer Success Managers (CSMs) serving clinics and providers across an outlined geographic area. This role drives retention, satisfaction, and growth while ensuring the team delivers exceptional customer experiences and achieves key business objectives.

The Manager serves as a coach, mentor, and strategic leader, partnering cross-functionally with Sales, Operations, Clinical, and Leadership teams to improve business outcomes and team performance.

Key Responsibilities

• Team Leadership and Development:
  • Lead, coach, and develop a team of Customer Success Managers.
  • Conduct regular one-on-one meetings focused on performance, career development, and strategy.
  • Create and maintain professional development plans for team members.
  • Provide ongoing coaching on provider engagement, retention strategies, and account management best practices.
  • Foster a culture of accountability, collaboration, and continuous improvement.
• Customer Success Management:
  • Ensure team members proactively manage provider relationships and drive measurable business outcomes.
  • Monitor customer health, retention risk, diversification trends, and engagement metrics.
  • Partner with Customer Success Managers on strategic accounts and escalations.
  • Review and guide customer success plans, executive business reviews, and growth strategies.
  • Support complex provider situations and high-priority escalations.
• Performance Management:
  • Establish and monitor team performance goals and Key Performance Indicators (KPIs).
  • Track regional retention, churn, diversification, customer satisfaction, and growth performance.
  • Conduct performance evaluations and provide timely feedback.
  • Recognize and reward high performance while addressing performance gaps through coaching and development plans.
• Operational Excellence:
  • Ensure consistent execution of customer success processes and best practices.
  • Identify opportunities to improve workflows, reporting, and clinic engagement strategies.
  • Collaborate with Leadership on projections, team capacity, and territory management.
  • Utilize customer success platforms and reporting tools to analyze team performance and territory outcomes.
• Cross-Functional Partnership:
  • Partner with Sales team to support overall growth and expansion opportunities.
  • Collaborate with Clinical and other internal teams to communicate provider feedback and advocate for clinic and patient needs.
  • Work with Operations and Enablement to improve processes, tools, and training programs.
  • Represent the Customer Success Team in cross-functional meetings and initiatives.

Qualifications

• 1-2 years of direct leadership in Sales, Client Services, Account Management, or related experience.
• Strong communication and relationship building skills.
• Ability to manage multiple priorities and accounts simultaneously.
• Experience with CRM and project management platforms including Google Workspace.
• Ability to travel up to 10% for team and org events.

Benefits

• Employer-paid healthcare coverage, effective the 1st day of the following month of your hire date.
• Free Strive compounded medications for employees based on a valid patient-specific prescription from a licensed healthcare provider.
• Paid time off.
• Sick time.
• FSA and HSA options.
• Parental leave.
• 401(k) with employer matching.
• Life insurance.
• Vision and dental insurance.
• Veterinary insurance.

Work Environment

This position is primarily based in a remote work environment. The role requires regular periods of sitting, standing, and computer use, with occasional lifting as needed. Reasonable accommodations may be made for individuals with disabilities.

Annual Salary

$90,000 — $100,000 USD

Join Us in Making an Impact

At Strive, the work is real and the impact is direct. Every role here contributes to a patient experience that's more personal, more attentive, and more human than what most people have come to expect from a pharmacy. Apply today and help us raise the bar.

EEO

Strive Pharmacy is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state or local laws.

Disclaimer: Please do not call the pharmacy location with questions about your application or interview. A talent acquisition partner will reach out to you.