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Role Description

As a Customer Success Pro Solutions 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.

• Design and implement scalable processes for onboarding, adoption, and retention.
• Recruit, train, mentor, and manage a high-performing Customer Success Pro Solutions team operating in a high-volume, at-scale environment.
• Create standardized playbooks and workflows for the 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 stakeholders.
• 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.
• 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.

Company Description

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.
• 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.