CarePoint · 1 week ago
Customer Success Manager
Schaumburg, IL
Full-time
Onsite
Mid Level
$25/hr - $29/hr
3+ years expCarepoint Healthcare LLC is seeking a Customer Success Manager (CSM) responsible for building and maintaining strong relationships with pharmacy customers. The CSM will drive product adoption, customer satisfaction, and long-term retention by serving as the primary point of contact for assigned accounts and collaborating with various teams to meet customer needs.
Hospital & Health Care
Responsibilities
Own the customer relationship for a portfolio of pharmacy accounts, serving as their trusted advisor and primary point of contact
Lead customer onboarding and implementation, ensuring smooth transitions and rapid time-to-value
Conduct regular business reviews and check-ins to assess customer health, identify opportunities, and address concerns proactively
Drive product adoption by training customers on new features and best practices for using the Scriptly platform
Monitor customer usage metrics and health scores to identify at-risk accounts and develop retention strategies
Collaborate with the Sales team on upsell and expansion opportunities within existing accounts
Advocate for customer needs by gathering feedback and working with Product teams to influence the roadmap
Develop and maintain customer success documentation, playbooks, and training materials
Resolve escalated customer issues by coordinating with Support and Engineering teams
Track and report on key customer success metrics including NPS, retention, and expansion revenue
Partner with Marketing to develop customer case studies, testimonials, and referral programs
Qualification
Required
3+ years of experience in Customer Success, Account Management, or a similar customer-facing role
Excellent communication and presentation skills, with the ability to engage stakeholders at 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 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
Pass a background check prior to hire
Knowledge of pharmacy operations and workflows
Preferred
Experience working with pharmacy, healthcare, or health-tech clients preferred
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, Monday.com, or similar platforms
Company
CarePoint
Our mission at CarePoint is to promote, provide, and preserve the quality, compassion, and value of care.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Dena M. C.
Chief of Staff | Executive Business Partner to the CEO
Rachel Copeland
Chief Financial Officer
Company data provided by crunchbase