Senior Customer Success Manager
About RxPx:
RxPx is an award-winning, AI-supported, global digital SaaS platform designed specifically for the needs of life sciences. We make life easier for patients, caregivers and HCPs and help our customers deliver unparalleled value while differentiating their therapeutic brands.
Our No Patient Alone mission is helping transform healthcare in 127+ countries, available in 12 languages. We work with leading pharmaceutical companies, provider systems, research and advocacy groups to help patients access life changing therapies and get the support they need to live their healthiest lives.
We offer outstanding benefits and uphold values of compassion, accountability and growth mindset. Our close-knit culture fosters camaraderie among smart, passionate, friendly employees who are deeply aligned with our mission and making a difference in the world.
The Role:
As a Senior Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers and setting the benchmarks for best practice across the CSM team. You deliver consistent, high value experiences, while driving customers towards their strategic business goals and tracking KPIs. You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM.
Your responsibilities will encompass strategic account management, leadership, and customer relationship management. Additionally, you may be required to support various regions and play a mentor/coach role to other CSM team members.
Responsibilities:
Strategic Account Management:
●Serve as the primary contact for assigned clients, overseeing onboarding, training, retention, and satisfaction.
●Develop and execute strategic account plans aligning with customer objectives and company goals.
●Establish, implement and track best practices for delivering outstanding customer success across the team.
●Directly impact important KPIs such as patient engagement, adherence, conversion and retention.
●Proactively reach out to customers on a regular cadence to ensure they are receiving value from RxPx and finding opportunities for business expansion.
●Lead project/implementation efforts from start to finish, ensuring deliverables meet expectations.
●Re-engage customers through your deep understanding of the product, patient personas and the value available to our customers.
●Identify, act upon, and convert expansion revenue opportunities in partnership with the business development team.
●Provide analysis on deployment success, and leading quarterly business reviews.
●Manage and resolve any customer conflicts.
●Be a product knowledge expert - demonstrating a deep understanding of RxPx, our integrations and customer workflows.
●Share feedback with the Product team to continually grow value to patients, doctors and customers.
●Additional duties as required.
Team Leadership:
●Mentor and coach team members in customer success best practices.
●Apply customer success best practice methodologies to enhance internal processes.
●Collaborate with cross-functional teams for strategic input on program development.
●Work as a point of escalation for Customer Success Managers as needed.
●Onboard new employees, mentoring team members to performance excellence.
Other Responsibilities:
●Develop and implement clear processes for ongoing client engagement, including reporting and review meetings.
●Create and present customized reports based on client requirements.
●Perform other duties as needed, including occasional travel.
Qualifications and Experience:
●Bachelor’s degree in business or related field, or equivalent work experience.
●PMP certification or equivalent is considered an asset.
●5+ years' experience in digital health, health IT and/or pharmaceutical industry.
●5+ years' experience in managing and deploying customer success or client-specific project management plans, ideally in the healthcare sector.
●Proficiency in Microsoft Office Suite, Atlassian products (JIRA & Confluence), and project management tools.
●Strong problem-solving skills, comfort with complexity and ambiguity, and high attention to detail.
●Excellent communication skills (written and verbal), including presentation and facilitation abilities.
●Outstanding organizational and time management skills, with a focus on results.
●Ability to establish and maintain relationships with clients, vendors, and stakeholders.
●Empathetic communicator with a supportive and engaging style.
●Ability to work both independently and collaboratively within a team environment.
●Knowledge of ISO and audit processes is preferred but not essential.
If you’re excited and motivated to solve complex business problems through innovation and compassion, possess a relentless drive for establishing best practices and get immense pleasure from checking off your to-do list, then this role may be for you!
Join us!
We are an experienced and passionate team of healthcare professionals, PhDs, developers, patients and serial entrepreneurs who are all motivated to make an impact. Titles aside, we are a dedicated and fun-loving team that strives to provide an environment where everyone can be their best. Building a positive community is core to our beliefs.
Our remote team spans the globe (Canada, US, Europe, Australia), providing a flexible and inclusive work environment that includes a diverse set of backgrounds and cultures. We strive to provide meaning to our collective work, while also rewarding one’s own personal curiosity with technology and innovation. We offer outstanding benefits, including health and dental, flexibility, learning, technology and wellness funds.
Note: This is a remote role with a preference for candidates in the Pacific Standard time zone (PST).
