Customer Success Manager
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Job Description
Customer Success Manager owning strategic relationships, renewals, and expansion for TJM Labs’ AI-powered pharmacy automation. Driving measurable customer outcomes across complex healthcare workflows.
Responsibilities:
- Own the strategic relationship, value realization, retention, renewal, and growth of a portfolio of TJM Labs customers
- Align stakeholders around success criteria and expected outcomes
- Build relationships across customer organizations and lead strategic conversations and business reviews
- Connect TJM's performance to measurable business outcomes
- Maintain visibility into customer priorities, health, risk, and opportunities
- Own significant escalations and coordinate internal responses
- Understand automated workflows and intended business outcomes
- Review bot performance, usage, exceptions, and operational metrics
- Identify trends, underperformance, remaining manual work, and workflow changes
- Partner with technical teams to prioritize automation tuning opportunities
- Maintain renewal strategies, identify risks early, and lead renewals through completion
- Maintain accurate renewal and expansion forecasts
- Identify and develop expansion opportunities across workflows, locations, teams, and business units
- Build expansion business cases using customer priorities, performance, and operational data
- Translate technical information for customers and business needs for technical teams
- Represent customers internally and provide feedback to Product, Engineering, and leadership
- Monitor customer health, identify churn indicators, develop at-risk action plans, and keep account strategies current
- Help build and improve Customer Success processes as TJM Labs scales
Requirements:
- 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.
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
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