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
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