Customer Success Manager

McKesson•Work at Home - Alberta, CAN (All Zones) (WABA), AB

32d•CA$85,300 - CA$142,100•Hybrid

About The Position

McKesson Pharmacy Technology Solutions is seeking a Customer Success Manager to support pharmacy customers across Western Canada. In this role, you will serve as a trusted advisor, helping customers maximize the value of our pharmacy technology solutions through relationship management, customer education, operational guidance, and ongoing support. You will partner closely with customers and internal teams to drive product adoption, customer satisfaction, retention, and business outcomes. This position is ideal for a customer-focused professional with experience in pharmacy operations, healthcare technology, or customer success who is passionate about helping customers achieve success.

Requirements

4+ years of experience in customer success, account management, client services, pharmacy operations, healthcare technology, or a related field.
Experience working within a retail pharmacy, long-term care pharmacy, or pharmacy software environment.
Strong relationship-building, communication, and problem-solving skills.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft 365 and CRM platforms such as Salesforce.
Ability to travel throughout Western Canada as needed.
Valid driver's license required.

Nice To Haves

Pharmacy Technician diploma, Pharmacy Assistant certification, or equivalent pharmacy industry experience.
Experience with Propel Rx or other pharmacy management systems.
Bilingual French/English language skills are considered an asset.

Responsibilities

Build strong relationships with pharmacy customers and serve as their primary point of contact.
Provide proactive guidance to help customers optimize the use of McKesson Pharmacy Technology Solutions products and services.
Conduct customer site visits, operational assessments, and business reviews to identify opportunities for improvement and increased product adoption.
Deliver best-in-class customer service by addressing inquiries, resolving issues, and supporting customers through change management initiatives.
Troubleshoot product-related concerns and coordinate with internal support teams to ensure timely resolution.
Remotely connect to customer locations to perform system maintenance, diagnostics, and issue resolution when required.
Monitor customer health and advocate for customer needs by sharing feedback, insights, and trends with cross-functional teams.
Promote best practices that help customers increase efficiency, product utilization, and self-sufficiency.
Deliver engaging training programs for new and existing customers through virtual and in-person formats.
Support the development, evaluation, and continuous improvement of customer learning materials and programs.
Assess training effectiveness and recommend enhancements to improve learning outcomes.
Facilitate software upgrade training and education related to provincial pharmacy requirements.
Apply adult learning principles to create effective customer learning experiences.
Collaborate with Technical Writers, Instructional Designers, Trainers, and Marketing teams to develop customer communications and educational resources.
Build and maintain strong relationships with customers and internal stakeholders through regular communication, meetings, and site visits.
Participate in customer retention initiatives, including business reviews, customer interviews, trade shows, and industry events.
Collaborate with implementation and partner teams to support successful customer onboarding and long-term adoption.
Identify at-risk customers and develop proactive strategies to improve satisfaction, engagement, and retention.
Analyze customer feedback and retention trends to identify root causes and opportunities for improvement.
Establish trusted partnerships that create customer advocates and support long-term business growth.
Conduct regular customer check-ins to measure success and ensure customers are achieving their desired outcomes.