Customer Success Manager

Scriptly; Schaumburg (IL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Flexible remote/hybrid work

Direct impact on growth

Collaborative team culture

Job summary

Scriptly, a modern cloud-based pharmacy management system, is hiring a Customer Success Manager in Schaumburg, IL. You will own the customer relationship for a portfolio of pharmacy accounts, lead onboarding, and drive product adoption to maximize value from our platform.

You will collaborate with Sales, Engineering, and Support to ensure customer health, retention, and expansion while delivering proactive guidance and scalable success playbooks.

Qualifications

• 3+ years in Customer Success, Account Management, or similar roles.
• Excellent communication and presentation skills at all stakeholder levels.
• Strong analytical skills with data-driven decision making.
• Ability to manage multiple accounts and priorities simultaneously.
• Self-motivated with strong organizational and time-management skills.
• Customer-centric mindset focused on client success.
• Comfort learning new software platforms quickly.
• Experience with pharmacy, healthcare, or health-tech clients is a plus.

Responsibilities

• Own the customer relationship for a portfolio of pharmacy accounts.
• Lead onboarding and implementation for rapid time-to-value.
• Conduct regular business reviews to assess health and identify opportunities.
• Drive product adoption by training customers on new features.
• Monitor usage metrics and health scores to identify at-risk accounts.
• Collaborate with Sales on upsell opportunities within accounts.
• Advocate for customer needs with Product teams to influence roadmap.
• Develop and maintain customer success playbooks and training materials.
• Resolve escalated issues by coordinating with Support and Engineering.

Skills

Communication

Presentation

Analytics

Account management

Time management

Customer-centric

Technology fluency

Tools

Jira

Asana

Monday.com

Job description

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
• 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