Customer Success Manager

Quix Labs; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A health and wellness company in the UK is looking for a Customer Success Representative to manage pharmacy onboarding and support for a new smoking alternative. The ideal candidate will possess strong communication skills and experience in customer support, ensuring pharmacies successfully implement the product. This full-time position focuses on relationship management and operational coordination within the retail health and personal care industry.

Qualifications

• UK-based and legally able to work in the UK.
• Experience in Customer Success, Pharmacy Sales Support, or Patient Support Services.
• Strong communication and relationship-building skills.

Responsibilities

• Onboard new pharmacy locations and train staff on product.
• Monitor pharmacy performance data and provide necessary support.
• Coordinate closely with internal teams for feedback and insights.

Skills

Customer Success

Communication

Relationship building

KPI tracking

Job description

Quix Labs was founded to rethink how adult smokers approach change by offering a familiar yet flexible alternative to traditional smoking cessation products. Our flagship product, Quixotic, is a reusable smoking alternative that maintains the hand‑to‑mouth ritual while offering a tapered nicotine pod system, including zero nicotine options. Widely recommended by pharmacists across the UK, Quixotic is simple to use and designed for easy adoption. Available through pharmacies and our website, Quixotic supports a habit shift without replacing them. Quix Labs is launching soon in Ireland and the EU, expanding our mission to provide a structured, responsible alternative for smokers.

Role Description

The Customer Success Representative ensures that partner pharmacies are successfully onboarding, trained, and actively supporting customers through the reduction journey. This role is equal parts relationship management, operational coordination, and hands‑on support. You will be the ongoing point of contact for pharmacists and support staff, ensuring they have the tools, confidence, and processes in place.

Key Responsibilities

Pharmacy Support & Enablement

• Onboard new pharmacy locations into the Quix programme and ensure staff understand the product, pathway, and talking points.
• Conduct regular follow‑ups (calls, WhatsApp, in‑person visits where needed) to maintain engagement and performance.
• Provide staff training refreshers and answer product and pathway questions quickly and accurately.
• Track each pharmacy’s stage within the 12‑week SOP and ensure on‑time progress.

Engagement & Performance Tracking

• Monitor pharmacy performance data (device & pod usage, patient enrollments, refill frequency).
• Identify pharmacies that require additional support and proactively schedule interventions.
• Support pharmacies in promoting the Quitters Club to drive recurring refill customers.
• Provide guidance to end users on nicotine reduction steps, refill selection, and program expectations.
• Handle escalations with empathy and a problem‑solving mindset.
• Ensure each user receives the correct step‑down guidance to support sustained quitting.

Operational Coordination

• Maintain accurate notes and CRM entries.
• Coordinate closely with Sales, Product, Medical, and Operations teams to surface feedback and insights from pharmacy partners and users.

Requirements

• UK‑based and legally able to work in the UK.
• Experience in Customer Success, Pharmacy Sales Support, Patient Support Services, or field‑based account management.
• Strong communication and relationship‑building skills — able to speak confidently with pharmacy staff and patients.
• Comfortable with tracking KPIs, completing follow‑ups, and ensuring consistency across multiple sites.
• Organised, process‑driven, proactive, and not afraid to follow up multiple times.

Seniority Level

• Entry level

Employment Type

• Full‑time

Industries

• Retail Health and Personal Care Products