Customer Success Manager

Intelliguard® • Columbus, OH

14d

About The Position

Intelliguard is hiring a Customer Success Manager to build long-term, trusted relationships with hospital and health-system customers in the United States and Canada. The role owns a customer portfolio from installation through adoption, measurable results, and growth. The manager leads onsite implementations and go-lives for medication-management solutions, trains pharmacy and operating-room staff, supports customers through their first month of live use, and helps staff establish consistent workflows.

The Customer Success Manager guides onboarding, sets goals and success criteria, captures baseline measures, and documents operational and financial outcomes using customer data and medication-intelligence analytics. The role presents evidence-based results to customer leadership, manages account plans and business reviews, monitors adoption and account health, coordinates issue resolution and recovery plans, identifies growth opportunities, and shares customer feedback with internal support and product teams.

The position is based in Columbus, Ohio, or may be remote within the United States or Canada. It requires up to 50% travel, including multi-day onsite installations and customer visits. The role regularly works in hospital pharmacies and operating rooms and must follow facility safety, infection-control, and vendor credentialing requirements. Occasional evening or weekend work may be required around customer go-lives.

Requirements

• Bachelor’s degree in pharmacy, nursing, health sciences, business, or a related field; Certified or Regulated Pharmacy Technician; or an equivalent combination of education and experience.
• 3–5 years of experience in hospital pharmacy operations, clinical implementation, or customer success or account management for a healthcare technology company.
• Working knowledge of hospital pharmacy operations and medication-management workflows.
• Demonstrated project management ability, including delivering installations or implementations against fixed dates.
• Experience training clinical staff and leading workflow change.
• Ability to analyze operational data and clearly and confidently present outcomes to pharmacy directors and health-system leadership.
• Proficiency with CRM software and standard office productivity software.
• Comfort working hands-on in hospital pharmacy and operating-room environments.
• Curiosity and attention to detail, including the ability to notice and accurately describe adjacent customer problems.
• A consultative, trusted-advisor approach focused on customer outcomes and long-term relationships rather than closing sales.
• Ability to travel up to 50% within the United States and Canada, with a valid passport or the ability to obtain one.

Nice To Haves

• Experience with RFID or pharmacy automation.

Responsibilities

• Lead onsite installations and go-lives of Intelliguard solutions, including training pharmacy staff, assisting with medication tagging, and transitioning manual workflows to RFID-based processes.
• Partner with implementation colleagues on anesthesia workstation medication-management installations and train operating-room and pharmacy staff.
• Coordinate readiness tasks, timelines, and go-live dates with the implementation project manager.
• Support customers through their first month of live use and quickly resolve workflow issues.
• Conduct onboarding conversations to confirm customer goals, current workflows, and success criteria.
• Establish baseline operational measures, including expired-medication waste, kit and tray processing time, and inventory accuracy.
• Set expectations with customers regarding responsibilities, timelines, and early measures of success.
• Capture before-and-after operational and financial results using customer data and medication-intelligence analytics.
• Present evidence-based customer outcomes to pharmacy directors and health-system leadership and obtain written customer agreement on results.
• Own relationships across an assigned portfolio of hospital and health-system customers in the United States and Canada.
• Conduct business reviews quarterly for strategic customers, including an annual onsite visit, and at least twice yearly for other growth customers.
• Maintain account plans, activity notes, and health indicators in CRM software.
• Identify and coach customers who use the solution incorrectly or inconsistently; train them on new products, features, and software releases.
• Monitor usage and adoption trends and address gaps before they affect customer results.
• Flag at-risk accounts, document causes, and lead recovery plans with support, product, and leadership teams.
• Route technical issues to customer support and follow through until customers confirm resolution.
• Gather, analyze, and act on customer satisfaction feedback and share customer feedback with internal teams.
• Identify additional customer needs, document opportunities, and refer qualified opportunities to sales while remaining a trusted advisor.
• Share structured customer feedback, recurring issues, and feature requests with the product team and collaborate with support and product teams to improve customer experience.

Benefits

• Generous paid time off, including vacation, sick time, 10 holidays, and floating holiday time.
• Medical, dental, and vision plans.
• 401(k) with employer match.
• Life/AD&D and long-term disability insurance.
• Flexible spending account (FSA).
• Voluntary life/AD&D optional plans.
• Pet plan.
• Parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level