Customer Success Manager

About Scriptly

Scriptly is a modern, cloud-based pharmacy management system (PMS) that helps pharmacies

streamline operations, reduce costs, and improve patient care. Our all-in-one platform serves

specialty pharmacies, mail-order pharmacies, multi-store operations, and emerging pharmacy

businesses. We are revolutionizing pharmacy technology with intuitive workflows, powerful

integrations, and a commitment to customer success.

About the Role

The Customer Success Manager (CSM) is responsible for building and maintaining strong

relationships with Scriptly’s pharmacy customers, ensuring they achieve maximum value from

our platform. This role serves as the primary point of contact for assigned accounts, driving

product adoption, customer satisfaction, and long-term retention.

The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, has

a passion for helping customers succeed, and can effectively communicate complex technical

concepts to diverse audiences. You will work cross-functionally with Sales, Engineering, and

Support teams to advocate for customer needs and contribute to Scriptly’s growth.

Key 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

Required Qualifications

• 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

• Experience working with pharmacy, healthcare, or health-tech clients preferred

• Pass a background check prior to hire

• Knowledge of pharmacy operations and workflows

Nice to Have

• 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

What We Offer

• Competitive salary and benefits package

• Flexible remote/hybrid work environment

• Opportunity to make a direct impact in a fast-growing health-tech company

• Collaborative, supportive team culture