SaaS Customer Success Manager

Department: Compliance  

Reports To: Director of Compliance  

Employment Type: Full-time  

Work Location: Remote (U.S.-based). Must be able to travel to the Michigan head office as business needs require. Proximity to a major airport is preferred.

Job Summary:   

As a SaaS Customer Success Manager, you will lead a team of Pharmacy Pro professionals to ensure exceptional client experiences, drive product adoption and maximize customer value across a large portfolio of small-to-mid-sized pharmacy customers. OneScan Pharmacy Pro is our SAAS solution for pharmacy dispensers with smaller footprints.   

You will be the primary point of contact for our larger Pro clients, building strong relationships, developing strategies that enhance customer satisfaction, retention and growth while aligning with organizations goals. For our smaller Pro clients, you will ensure your team is providing exceptional customer service, troubleshooting problems, and escalating issues when necessary to ensure customer satisfaction.   

This role is operationally focused and scale-driven, and requires strong people leadership, communication and problem-solving skills, as well as a dedication and solution focused mindset to helping our Pharmacy Pro customers succeed with our software solutions.   

Key Responsibilities:   

• Design and implement scalable processes for onboarding, adoption, and retention.
• Recruit, train, mentor, and manage a high-performing SAAS Customer Success team operating in a high-volume, at-scale environment. Create standardized playbooks and workflows for team to utilize.
• Set clear goals, KPIs, and performance standards for the team.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Provide escalation support to Pharmacy Pro customers via phone, email, and chat, ensuring timely resolution of issues and a high level of customer satisfaction. Escalate complex or unresolved issues to our Solution Engineers, R&D or other relevant departments, as necessary
• Troubleshoot and diagnose software, scanners, and network issues related to our SaaS solutions, identifying root causes and implementing effective solutions. 

• Document customer interactions, incidents, and resolutions in our ticketing system, maintaining detailed and accurate records. 
• Collaborate with cross functional teams to share pharmacy customer feedback and insights, contributing to the continuous improvement of our products and services. 
• Drive additional value by identifying additional opportunities for Pharmacy Pro Customer sales.
• Manage proactive strategic outreach to key SMB accounts to engage executive stake holders Act as a trusted advisor to customers, ensuring they achieve desired outcomes.
• Identify and build pharmacy training materials for Pharmacy Pro Customers.

   Qualifications:   

• 5+ years of experience in customer success or account management with a strong capability supporting small to mid-sized business (SMB) customers in a SaaS. Must have demonstrated experience owning the post-sale customer life cycle for high-volume customers from handoff through onboarding, implementation, adoption, and ongoing support.
• 2+ years of experience leading teams responsible for high-volume customer portfolios or scaled service models.
• Ability to translate customer needs into structured implementation plans and ongoing success strategies at scale.
• Strong problem solving and analytical skills, with the ability to troubleshoot and resolve technical issues effectively. 
• Hands-on experience with automation, AI tools, or workflow optimization in Customer Success, Support, or Operations (e.g., ticket routing, knowledge management, proactive outreach, analytics).
• Working knowledge of operating systems, networking, and basic software troubleshooting techniques. 

Preferred Qualifications:   

• Experience in the supply chain, logistics, or compliance industry. 

• Proficiency in multiple languages. 
• Excellent communication and interpersonal skills, with a customer-centric approach and the ability to empathize with users. 

  Physical Requirements:   

• Prolonged sitting for extended periods of time.
• Frequently use of hands and fingers for typing, mouse operation, and other computer-related tasks.

About Us:   

Welcome to LSPedia, a global software (SaaS) leader at the forefront of traceability, compliance, and supply chain solutions, dedicated to empowering the pharmaceutical and healthcare industries. A Certified Women-Owned and Minority-Owned Business, recognized by Inc. Magazine as Best in Business in SaaS and a Top 5000 growth company, LSPedia is committed to securing the pharmaceutical supply chain and improving patient safety and operational efficiency every step of the way, from manufacture to the point of dispensing.   

 Our cutting edge software solutions have earned the trust of major players in the pharmaceutical and healthcare sectors, including esteemed organizations such as the U.S. Department of Veterans Affairs, Cencora, Cardinal Health, and thousands more. We take pride in our commitment to delivering unparalleled traceability and compliance solutions that redefine industry standards.