Note: The job is a remote job and is open to candidates in USA. TJM Labs is building AI-powered automation for pharmacy workflows within the systems pharmacies already use. The Customer Success Manager will own strategic customer relationships, value realization, retention, renewals, expansion, customer health, and escalations while partnering with technical and internal teams to optimize automation and deliver measurable business outcomes.
Responsibilities
- Align stakeholders around what success looks like and understand the outcomes they expect
- Build relationships beyond a single champion and understand who influences decisions
- Lead strategic conversations and business reviews
- Connect TJM's performance to measurable business outcomes
- Maintain a clear view of customer priorities, health, risk, and opportunity
- Own significant escalations and coordinate the internal response
- Understand each customer's automated workflows and the business outcomes they're intended to drive
- Review bot performance, usage, exceptions, and operational metrics against expected outcomes
- Identify trends, underperformance, remaining manual work, and workflow changes affecting performance
- Proactively look for opportunities the customer may not have identified themselves
- Partner with technical teams to prioritize opportunities to tune automation
- Tie optimization to meaningful outcomes and clearly demonstrate TJM's value
- Maintain a renewal strategy for every account and identify risks early
- Understand contract timing, decision makers, procurement, and the customer's renewal process
- Demonstrate value throughout the customer lifecycle and lead renewals through completion
- Maintain accurate renewal and expansion forecasts
- Identify additional workflows, locations, teams, or business units where TJM can create value
- Build the business case for expansion using customer priorities, performance, and operational data
- Own the customer strategy behind expansion and help move opportunities through decision and close
- Understanding automation across complex operational workflows
- Reviewing performance and operational data
- Understanding integrations, configurations, dependencies, and technical constraints
- Asking engineers intelligent questions and recognizing when an explanation doesn't fully answer the question
- Translating technical information for customers and customer business needs for technical teams
- Distinguishing between technical problems, workflow issues, configuration issues, product limitations, and unmet business needs
- Learning unfamiliar systems and technical concepts quickly enough to have credible conversations about them
- Represent your customers internally without becoming an order taker
- Bring meaningful feedback and patterns to Product, Engineering, and leadership; explain the business impact behind customer needs; and balance customer urgency with feasibility, scope, effort, and company priorities
- Maintain an accurate view of health across your portfolio, identify leading indicators of dissatisfaction or churn, develop action plans for at-risk customers, and surface concerns early
- Keep account strategy, commitments, renewal forecasts, and expansion opportunities current so there are as few surprises as possible
Skills
- 5+ years of B2B SaaS Customer Success, Account Management, or closely related experience
- Experience owning strategic customer relationships and customer outcomes
- Direct responsibility for retention and renewals
- Experience identifying and developing expansion opportunities
- Experience in a startup or fast-moving SaaS company where processes were still being built
- Strong technical curiosity and the ability to learn sophisticated software quickly
- Ability to communicate effectively with customers and engineering teams and translate technical outcomes into business impact
- An analytical, data-driven approach to performance, value, and opportunity
- Executive presence and comfort working with operational users and senior leaders, including pharmacists, CEOs, COOs, and CFOs
- Exceptional communication, organization, follow-through, and comfort navigating escalations and difficult conversations
- A proactive mindset. You don't wait for the customer to tell you where the opportunity or problem is
- Ability to distinguish what a customer is asking for from the problem they're actually trying to solve
- You do not need previous pharmacy experience
- You don't need to be a pharmacist or engineer. You do need to learn quickly, understand technology deeply, think strategically, communicate exceptionally well, and take ownership of commercial customer outcomes
- Experience in healthcare SaaS, pharmacy or pharmaceutical software, healthtech, workflow automation, AI-powered software, or complex B2B SaaS is helpful
Benefits
- Remote-first work environment
- Paid time off
- 401(k) with company match
- Health plan
- The opportunity to work at the intersection of healthcare, pharmacy, and AI
- Meaningful ownership of customer retention, growth, and outcomes
Company Overview