Customer Success Manager

Isak Computing, LLC; United States; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical and dental plans

401(k) with company match up to 3.5%

Bonus plan

Job summary

Isak Computing, LLC seeks a results-driven Customer Success Manager for SiCompounding to ensure pharmacies derive measurable value from the platform and stay long-term partners.

You will own the customer relationship from onboarding through renewal and expansion, driving adoption, retention, and advocacy with pharmacy customers across the portfolio. This role blends commercial instinct with a passion for helping healthcare clients succeed.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3+ years in Customer Success, Account Management, or related client-facing role in SaaS/healthcare tech.
• Strong communication, presentation, and relationship-building skills.
• Experience conducting business reviews and translating data into customer-facing insights.
• Ability to manage multiple accounts and priorities simultaneously.
• Comfortable using CRM platforms (e.g., HubSpot) or similar.
• Proficiency with productivity and reporting tools (MS Office/Google Workspace).

Responsibilities

• Serve as the primary contact for a portfolio of pharmacy customers.
• Build trusted relationships with pharmacy owners, pharmacists-in-charge, and staff.
• Monitor account health and address concerns before they escalate.
• Plan and lead structured client meetings to review outcomes and goals.
• Align on roadmap priorities and upcoming needs.
• Drive adoption of new modules and features through onboarding and training.
• Identify underutilized functionality and create adoption plans to close gaps.
• Partner with Product and Support to ensure customers get maximum value from the platform.
• Identify expansion opportunities and support renewals with Sales.
• Proactively identify churn-risk indicators and execute retention strategies.
• Own and improve Customer Health Scores across the portfolio.
• Coordinate customer advocacy programs (case studies, testimonials, referrals).
• Cultivate customer champions for marketing and sales support.

Skills

Communication

Relationship-building

Presentation skills

Multi-account management

Business reviews

Education

Bachelor's degree or equivalent professional experience

Tools

HubSpot

Google Workspace

BI tools

Dashboards

Job description

Reports To: Chief Operating Officer (COO)
Location: [Remote / Hybrid / In-office]
Employment Type: Full-Time

About the Role

SiCompounding (powered by Isak Computing) is seeking a results-driven Customer Success Manager. Candidate will be responsible for ensuring each client achieves measurable value from our compounding software platform, and remains long-term, satisfied partners. This role is central to customer retention, growth, and advocacy. Candidate will own the relationship from onboarding through renewal and expansion.

The ideal candidate combines commercial instinct with a genuine passion for helping pharmacy customers succeed.

Purpose of the Role

Ensure pharmacies achieve measurable value from SiCompounding and remain long-term customers.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of pharmacy customers
• Build strong, trusted relationships with pharmacy owners, pharmacists-in-charge, and operational staff
• Proactively monitor account health and address concerns before they escalat e

Client Meetings

• Plan and lead structured client meetings to review service, outcomes, and goals
• Align on roadmap priorities and upcoming needs

Adoption & Enablement

• Drive adoption of new modules and features through targeted onboarding and training
• Identify underutilized functionality and create adoption plans to close gaps
• Partner with Product and Support teams to ensure customers get maximum value from the platform

Growth & Retention

• Identify opportunities based on customer needs and usage patterns
• Partner with Sales on expansion conversations and renewals
• Proactively identify churn-risk indicators and execute retention strategies
• Own and improve Customer Health Scores across the portfolio

Customer Advocacy

• Coordinate customer advocacy programs (case studies, testimonials, referrals, reference calls)
• Identify and cultivate customer champions who can support marketing and sales efforts

Qualifications

Required

• Bachelor's degree, or equivalent professional experience
• 3+ years of experience in Customer Success, Account Management, or a related client-facing role, ideally in SaaS or healthcare technology
• Strong communication, presentation, and relationship-building skills
• Experience conducting business reviews and translating data into customer-facing insights
• Ability to manage multiple accounts and priorities simultaneously
• Comfortable using CRM and Customer Success platforms (e.g., HubSpot, or similar)
• Proficiency with productivity and reporting tools (e.g., Microsoft Office/Google Workspace, dashboards, BI tools)

Preferred

• Experience in pharmacy, healthcare, or compounding pharmacy operations
• Familiarity with pharmacy management or compounding software
• Track record of driving expansion revenue and reducing churn
• Working knowledge of pharmacy regulatory/compliance considerations (e.g., USP <795>/<797>/<800>) as they relate to software use

Key Attributes

• Customer-obsessed with a consultative approach
• Decision-maker
• Proactive problem-solver who anticipates needs
• Resilient and adaptable in a fast-paced, growing software company
• Primarily remote/office-based with regular video calls to pharmacy customers
• Travel will be required for on-site customer visits, conferences, or company meetings

Compensation is competitive and commensurate with experience and may include a base salary plus performance-based incentives

Paid Time Off

Immediately upon hire, 3.07 hours of vacation for each pay period (2 weeks), up to a maximum of 80 hours of paid time off (2 weeks).

After five years of employment, 4.61 hours of paid time off each pay period (2 weeks), up to a maximum of 120 hours of vacation (3 weeks).

After ten years of employment, 6.15 hours of paid time off each pay period (2 weeks), up to a maximum of 160 hours of vacation (4 weeks)

Six (6) paid holidays (i.e., New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day), but we reserve the right to add additional paid holidays around Christmas Day and New Year's Day if the calendar and our schedules dictate this is reasonable.

Isak Computing has partnered with ADP to provide payroll processing and benefits administration for our company. This will help Isak Computing control costs and offer our employees a broader suite of benefits. The primary benefits currently offered are listed below, but there are several other benefits (personal discounts, an Employee Assistance Program, etc.) we would be happy to review with you at any time.

Insurance

Participation in our medical and other insurance plans is on the same basis as for other employees. Eligibility and benefits are governed by the terms of each respective plan, which Isak Computing may change or terminate at any time. You will receive information from ADP about enrolling in these benefits and you must accept or decline coverage before the deadline they will provide.

Medical, AD&D, Basic Life, Dental, and Vision

Isak Computing offers multiple medical (currently Aetna) and dental (currently Sun Life) plans at various price levels. We offer a fixed allowance that each employee can use toward these plans. The allowance is intended to cover the premium for at least one of the plans for you, the employee. You can add your spouse, domestic partner, or children to the medical, dental, or vision plans, as you see fit and at your own expense. Any premiums paid by you, the employee, are deducted pre-tax.

The Medical plan includes a $15,000 AD&D and a $15,000 Basic Life benefit.

Eligibility for Medical, Dental, Vision, AD&D, and Basic Life insurance begins on the first day of the month following 60 days of full-time employment. This means you will be eligible for these specific benefits on October 3rd, 2022.

401(k)

Isak Computing also offers employees a 401(k) plan. Isak Computing will match your contributions to the 401(k) plan up to 3.5% of your salary. The 401(k) plan is fee-free and pre-tax (depending on the choices you, the investor, make).

Bonus Plan

Isak Computing has a company-wide bonus plan that is typically finalized in the fourth quarter of each year. Bonus are not guaranteed and are subject to company profits.

Equal Opportunity Employer

Isak Computing LLC is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.