Manager of Customer Success, East Coast

Company Overview Before we opened Strive Pharmacy we were unsatisfied with the current state of the pharmaceutical industry. Most of the current pharmaceuticals only offer a one size fits all approach and often come with unwanted and potentially dangerous side effects. We found that through compounding we can offer a much more personalized solution to medicine. Through this we have been able to help patients get the results they are seeking for their personal needs. After years of working for corporate chains we took the risk and opened Strive Pharmacy. We are dedicated to providing a better experience for each customer and clinic that we work with. Come see the Strive difference. Our Mission We’re flipping the script with personal medicine. We strive to interrupt an industry that has been closed to personalized care, accessibility, and nuance for too long. We strive to shift a reactive view of self-care and ignite a proactive baseline-shifting approach to health for all. ‘The human element’ is our crux and catalyst, driving all that we do, whether we’re interacting with patients, providers, or practices. We’re here to partner with those ready for a change. More than a compounding pharmacy, we’re on a mission to positively disrupt healthcare as we know it. Strive is about more than medicine. Strive is about striving for the personal side of healthcare.

Position Overview:

As the Manager of Customer Success at Strive Pharmacy, you will lead the strategic execution of customer engagement and retention initiatives while overseeing a growing team of customer-facing professionals. You will serve as a key leader within the organization, aligning closely with Sales, Operations, and Product teams to deliver outstanding customer experiences, drive market expansion, and support long-term growth across multiple territories. Your focus will be on optimizing client satisfaction, uncovering business opportunities through data insights, and scaling operational excellence within the customer lifecycle. Location: Remote (East Coast time zone) Salary Range: $100,000 - $115,000 + Bonus Opportunity

Key Responsibilities:

Leadership & Team Development

• Lead and mentor a team of Customer Success Managers and Customer Onboarding Specialists, driving performance, engagement, and professional development.
• Establish and refine processes, metrics, and best practices to scale customer success efforts across markets.
• Foster a culture of proactive problem-solving, continuous improvement, and accountability.
• Cross-functional Collaboration
• Partner closely with Sales, Clinical Operations, and other departments to align customer strategies with broader business objectives.
• Collaborate with Marketing and Enablement teams to enhance clinic onboarding, education, and engagement programs.
• Lead initiatives that drive alignment between sales objectives and service execution.
• Insights & Business Intelligence
• Oversee the development and delivery of meaningful customer reports, performance dashboards, and business reviews.

Track success against customer experience benchmarks, team KPIs, and business outcomes. Operational Excellence & Technology Champion the use of CRM tools (HubSpot) to maintain detailed, accurate records of customer interactions and strategic initiatives. Implement scalable systems and workflows that ensure a seamless, personalized customer journey. Ensure compliance with HIPAA and other regulatory requirements through rigorous process adherence and training.

Qualifications:

5+ years of experience in Customer Success, Account Management, or related customer-facing roles. 2+ years in a leadership or management capacity, preferably within healthcare, pharmacy services, or SaaS.

• Proven track record of managing customer success operations in high-growth or regulated environments.

Skills:

• Strong leadership, coaching, and people development capabilities.
• Strategic thinker with a data-driven approach to decision-making and performance management.
• Exceptional communication, executive presence, and interpersonal skills.
• Adept at managing change, building trust with clients, and navigating complex cross-functional projects.

Other:

• Deep understanding of HIPAA compliance and experience working within healthcare-related industries.
• Proficiency in CRM systems (preferably HubSpot) and customer lifecycle analytics.
• Experience with Life File or willingness to quickly gain expertise through training.

Annual Salary $100,000—$115,000 USD Benefits/ Perks Strive Pharmacy provides a comprehensive benefits package that encompasses various perks such as employer paid healthcare coverage available after 30 days of employment, the choice of an FSA/HSA, a voucher for new hire scrubs (if applicable), parental leave, a 401(k) plan with matching contributions, and the benefit of weekends and holidays off. FREE COMPOUNDED MEDS to employees and immediate family members. Culture At Strive, culture plays a fundamental role in shaping our workplace atmosphere. Beyond our exceptional benefits package, we foster a sense of community. Throughout the year, we arrange various holiday potlucks and festive celebrations. Strive is committed to promoting both personal and professional development, striving for our employees to excel and grow in every aspect of their lives, both within and outside of the workplace. EEO Strive Pharmacy is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state or local laws. Disclaimer*** Please do not call the pharmacy location with questions about your application or interview. A talent acquisition partner will reach out to you.