Manager of Customer Success - West Coast

Remote

Company Overview:

Strive Pharmacy is a personalized compounding pharmacy built on a simple conviction: medicine should fit the patient, not the other way around. We started Strive because we believed the pharmaceutical industry was overdue for a more human approach—one that prioritizes individualized care, clinical nuance, and genuine partnership with patients and providers.

Compounding gives us the tools to do that. Every formulation we prepare is built to the specific needs of a specific person, and every interaction we have is guided by that same commitment to personalized care.

We're growing, and we're looking for people who share that conviction. If you're ready to be part of a pharmacy that takes the work seriously and the people even more seriously, we'd like to meet you.

Mission:

Strive exists to disrupt an industry long overdue for a more personal approach to care. We put the human element at the center of everything: every formulation, every patient interaction, every provider partnership. We're not just a compounding pharmacy. We're a team on a mission to change what personalized healthcare looks and feels like.

Position Overview:

The Manager of Customer Success is responsible for leading, developing, and supporting a team of Customer Success Managers (CSMs) serving clinics and providers across an outlined geographic area. This role drives retention, satisfaction, and growth while ensuring the team delivers exceptional customer experiences and achieves key business objectives.

The Manager serves as a coach, mentor, and strategic leader, partnering cross-functionally with Sales, Operations, Clinical, and Leadership teams to improve business outcomes and team performance.

Key Responsibilities:

• Team Leadership and Development:
  • Lead, coach, and develop a team of Customer Success Managers.
  • Conduct regular one-on-one meetings focused on performance, career development, and strategy.
  • Create and maintain professional development plans for team members.
  • Provide ongoing coaching on provider engagement, retention strategies, and account management best practices.
  • Foster a culture of accountability, collaboration, and continuous improvement.
• Customer Success Management:
  • Ensure team members proactively manage provider relationships and drive measurable business outcomes.
  • Monitor customer health, retention risk, diversification trends, and engagement metrics.
  • Partner with Customer Success Managers on strategic accounts and escalations.
  • Review and guide customer success plans, executive business reviews, and growth strategies.
  • Support complex provider situations and high-priority escalations.
• Performance Management:
  • Establish and monitor team performance goals and Key Performance Indicators (KPIs).
  • Track regional retention, churn, diversification, customer satisfaction, and growth performance.
  • Conduct performance evaluations and provide timely feedback.
  • Recognize and reward high performance while addressing performance gaps through coaching and development plans.
• Operational Excellence:
  • Ensure consistent execution of customer success processes and best practices
  • Identify opportunities to improve workflows, reporting, and clinic engagement strategies
  • Collaborate with Leadership on projections, team capacity, and territory management
  • Utilize customer success platforms and reporting tools to analyze team performance and territory outcomes
• Cross-Functional Partnership:
  • Partner with Sales team to support overall growth and expansion opportunities
  • Collaborate with Clinical and other internal teams to communicate provider feedback and advocate for clinic and patient needs
  • Work with Operations and Enablement to improve processes, tools, and training programs
  • Represent the Customer…