ABOUT LSPEDIA

LSPedia is a fast-growing SaaS company that empowers the pharmaceutical supply chain to achieve full DSCSA compliance, operational efficiency, and supply chain visibility. We are building a performance-driven, high-integrity culture rooted in accountability, customer value, and team success.
As we expand our footprint in the retail pharmacy and health system markets, we are looking for a Customer Success Manager (CSM) to own and grow our Pharmacy customer segment. This role is ideal for someone who thrives in a high-growth environment and is passionate about customer success, compliance, and healthcare technology.

QUALIFICATIONS (WHAT WE’RE LOOKING FOR)

• 3–5 plus years in customer success, account management, implementation, or related roles
• SaaS and/or healthcare experience required; experience with pharmacy, DSCSA, or supply chain software is a major plus
• Strong relationship management skills; able to influence and communicate effectively across stakeholders
• Proficiency in interpreting data and trends to inform customer strategy
• Familiarity with NPS, customer lifecycle, churn mitigation, and success metrics
• Hands-on experience with CRM systems (e.g., HubSpot), project tools (e.g., Teamwork), and financial reporting (e.g. Discern)
• Comfortable working cross-functionally and managing multiple priorities in a fast-paced environment
• A self-starter with high accountability, empathy, and passion for helping customers succeed

• Own a portfolio of Pharmacy customers and become their trusted advisor from onboarding to adoption, expansion, and renewal.
• Understand customer’s business goals, workflows, and regulatory requirements and help them maximize value from the OneScan platform.
• Conduct regular check-ins, business reviews, and communications to drive adoption, retention, and account growth.
• Develop customer success plans that outline success metrics, goals, risks, and action items aligned with LSPedia’s DSCSA and product roadmap.
• Train and educate customers on new features, compliance requirements, and best practices.
• Advocate for customer needs internally by sharing actionable feedback with Product, Engineering, Support, and Sales teams.
• Partner with Dispenser Enablement and Reseller teams to ensure coordinated success strategies across shared customers.
• Track success metrics such as NPS, renewal rates, support health, compliance milestones, and product engagement.
• Contribute to Pharmacy Solution development, including onboarding materials, automation strategies, customer education content, and support playbooks.