Customer Success Manager

Scriptly Tech; Schaumburg (IL); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Unlimited PTO

Health insurance

401(k) with employer match

6 company-paid holidays

Job summary

Scriptly Tech, based in Schaumburg, IL, seeks a Customer Success Manager to build strong relationships with pharmacy customers and maximize value from the platform. The role collaborates with Sales, Engineering and Support to advocate customer needs and drive retention.

The ideal candidate has 3+ years in customer success or similar roles, excellent communication, and a data-driven approach to monitor usage and health scores while guiding product adoption. Hybrid work is available.

Qualifications

• 3+ years in Customer Success or similar client-facing role.
• Excellent written, verbal and presentation skills.
• Analytical skills with data-driven decision making.
• Experience in SaaS or tech environment.
• Ability to learn new digital platforms quickly.

Responsibilities

• Own the relationship for a portfolio of pharmacy accounts as primary contact.
• Lead onboarding and drive time-to-value for new clients.
• Conduct regular business reviews to assess account health and growth.
• Train staff on new features and maximize platform usage.
• Collaborate with Sales, Engineering, and Support to advocate for customers.
• Develop customer success documentation and playbooks.

Skills

Communication

Analytical mindset

Account management

Technical aptitude

Pharmacy/healthcare exposure

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Success Manager

Tech Schaumburg, IL, US

Salary Range: $60,000.00 To $70,000.00 Annually

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 directly to Scriptly’s growth.

Key Responsibilities

Relationship Management & Onboarding

Trusted Advisor: Own the customer relationship for a portfolio of pharmacy accounts, serving as their primary point of contact and subject matter expert.

Onboarding & Implementation: Lead customer onboarding, ensuring smooth transitions and rapid time-to-value for new pharmacy clients.

Business Reviews: Conduct regular business reviews and check-ins to assess account health, uncover growth opportunities, and address concerns proactively.

Adoption, Retention & Growth

Drive Product Adoption: Train pharmacy staff on new features, product updates, and industry best practices to maximize platform usage.

Health Monitoring: Track customer usage metrics and health scores to identify at-risk accounts early and implement effective retention strategies.

Account Expansion: Partner closely with the Sales team on upsell and expansion opportunities within existing accounts.

Operations & Cross-Functional Collaboration

Voice of the Customer: Advocate for customer needs by gathering direct feedback and collaborating with Product teams to influence the product roadmap.

Documentation & Playbooks: Develop and maintain customer success documentation, best-practice playbooks, and self-serve training materials.

Escalation Resolution: Efficiently resolve escalated customer issues by coordinating across Support and Engineering teams.

Marketing Partnerships: Work with Marketing to identify customer success stories, case studies, testimonials, and referral opportunities.

Other Duties Assigned

Performs related duties in support of department goals

Assists with special projects and initiatives as needed

Supports team members and cross-functional tasks during peak periods

Other related duties as required to meet operational objectives

Qualifications & Requirements

Required Experience & Skills

3+ years of experience in Customer Success, Account Management, or a similar client-facing role in a SaaS or tech environment.

Communication: Exceptional written, verbal, and presentation skills with proven ability to engage stakeholders across all organizational levels.

Analytical Mindset: Strong analytical skills with hands‑on experience using data metrics to drive operational decisions and identify usage trends.

Account Management: Proven track record of managing multiple client accounts, balancing competing priorities, and delivering under fast-paced conditions.

Technical Aptitude: Comfort with software technology and a demonstrated ability to learn new digital platforms rapidly.

Personal Attributes: Self‑motivated, highly organized, customer‑centric, and committed to working collaboratively within a team‑oriented culture.

Preferred Qualifications

Prior experience working directly with pharmacy, healthcare, or health‑tech clients.

Working knowledge of pharmacy operations, workflows, and industry standards.

Pre-Employment Requirements

Must successfully pass a background check prior to start date.

Performance Metrics

Success in this role will be measured by key performance indicators including:

Net Promoter Score (NPS) and customer satisfaction metrics

Gross & Net Revenue Retention across assigned portfolio

Product Adoption Rate and active platform engagement

Expansion Revenue driven in collaboration with Sales

Location: Schaumburg, Illinois with hybrid opportunity of 2 days once approved.

Pay Range: $60,000 to $70,000 annually

Final compensation will be based on factors such as experience, skills, and qualifications.

We offer a benefits package that includes:

• Paid leave: Unlimited paid time off per year, which may be used for any reason, in accordance with Illinois and local paid leave laws
• Health insurance: Medical, dental, and vision coverage
• Retirement: 401(k) with an employer match
• Paid holidays: 6 company-paid holidays per year