Customer Success Manager

Customer Success Manager Location: Remote — United States & Canada
Reports to: VP, Customer Success ABOUT TJM LABS TJM Labs is building the digital workforce for pharmacy. TJM Labs builds AI-powered automation designed specifically for pharmacy, working within the systems pharmacies already use to automate repetitive workflows and create more capacity for pharmacists and pharmacy technicians. We're growing quickly, and our relationship with customers doesn't end when their automation goes live. In many ways, that's where it begins. ABOUT THE ROLE We're looking for a Customer Success Manager to own the strategic relationship, value realization, retention, renewal, and growth of a portfolio of TJM Labs customers. This is not a traditional "check in with the customer once a month" Customer Success role. And it is definitely not a scheduling role. Our automation operates inside complex, mission-critical pharmacy workflows. You'll become deeply familiar with each customer's business, goals, automation, performance, and priorities, using data and customer conversations to ask: Are they achieving the outcomes they expected? Where can we tune their bots to perform better? What should we automate next? We expect you to find opportunities before the customer necessarily sees them. That means understanding their operation well enough to recognize underperformance, unused potential, workflow changes, emerging risks, and opportunities for TJM to create more value. You'll work in a customer pod alongside Implementation Leads, Pharmacy Bot Support Specialists, engineers, Product, and other internal teams. The Implementation Lead owns day-to-day implementation execution. The Pharmacy Bot Support Specialist helps investigate and resolve incoming product and technical issues. You own the customer relationship and business outcome: customer health, strategic alignment, value realization, retention, renewal, expansion, and escalations. WHAT YOU'LL OWN Strategic Customer Relationships You'll build trusted relationships across customer organizations, from pharmacists and pharmacy operators to CEOs, COOs, CFOs, and other executives. You'll:

• Align stakeholders around what success looks like and understand the outcomes they expect.
• Build relationships beyond a single champion and understand who influences decisions.
• Lead strategic conversations and business reviews.
• Connect TJM's performance to measurable business outcomes.
• Maintain a clear view of customer priorities, health, risk, and opportunity.
• Own significant escalations and coordinate the internal response.

A strong TJM CSM can move comfortably from a detailed pharmacy workflow conversation with a pharmacist to an ROI conversation with a CFO. Value Realization & Bot Optimization Going live isn't the finish line. You'll continually evaluate whether TJM automation is creating the value it should and identify opportunities to make it better. You'll:

• Understand each customer's automated workflows and the business outcomes they're intended to drive.
• Review bot performance, usage, exceptions, and operational metrics against expected outcomes.
• Identify trends, underperformance, remaining manual work, and workflow changes affecting performance.
• Proactively look for opportunities the customer may not have identified themselves.
• Partner with technical teams to prioritize opportunities to tune automation.
• Tie optimization to meaningful outcomes and clearly demonstrate TJM's value.

Your job isn't simply to make sure the bots are running. It's to make sure they're creating as much value as reasonably possible. Retention, Renewal & Expansion You own renewal. Renewal should never become a conversation that suddenly begins 60 days before a contract expires. You'll know throughout the relationship whether a customer is on track to renew, why, and what needs attention. You'll:

• Maintain a renewal strategy for every account and identify risks early.
• Understand contract timing, decision makers, procurement, and the customer's renewal process.
• Demonstrate value throughout the customer lifecycle and lead renewals through completion.
• Maintain accurate renewal and expansion forecasts.
• Identify additional workflows, locations, teams, or business units where TJM can create value.
• Build the business case for expansion using customer priorities, performance, and operational data.
• Own the customer strategy behind expansion and help move opportunities through decision and close.

The goal isn't to upsell. It's to make TJM increasingly valuable and grow the relationship when we've earned the right to do so. Technical Customer Leadership You don't need to be an engineer. You do need to be highly technically fluent. You'll be comfortable:

• Understanding automation across complex operational workflows.
• Reviewing performance and operational data.
• Understanding integrations, configurations, dependencies, and technical constraints.
• Asking engineers intelligent questions and recognizing when an explanation doesn't fully answer the question.
• Translating technical information for customers and customer business needs for technical teams.
• Distinguishing between technical problems, workflow issues, configuration issues, product limitations, and unmet business needs.
• Learning unfamiliar systems and technical concepts quickly enough to have credible conversations about them.

We don't expect you to write code. We do expect you to keep digging until you understand what's happening well enough to guide the customer. Customer Advocacy, Health & Risk You'll represent your customers internally without becoming an order taker. You'll bring meaningful feedback and patterns to Product, Engineering, and leadership; explain the business impact behind customer needs; and balance customer urgency with feasibility, scope, effort, and company priorities. You'll maintain an accurate view of health across your portfolio, identify leading indicators of dissatisfaction or churn, develop action plans for at-risk customers, and surface concerns early. You'll keep account strategy, commitments, renewal forecasts, and expansion opportunities current so there are as few surprises as possible. You should be able to advocate strongly for a customer while still being comfortable saying no, not yet, or there's a better way to solve that problem when appropriate. COMFORT WITH STARTUP LIFE TJM is growing quickly, and not every process has been built yet. The playbook won't always be finished. Processes will change as we scale. Sometimes you'll need to make a reasonable decision without a perfectly documented precedent. And when you identify something that isn't working, we'll expect you to help make it better. We're not looking for someone who simply follows the Customer Success playbook. We're looking for someone who can help us write it. PHARMACY EXPERIENCE IS NOT REQUIRED You do not need previous pharmacy experience. We'll teach you the pharmacy domain. Experience in healthcare SaaS, pharmacy or pharmaceutical software, healthtech, workflow automation, AI-powered software, or complex B2B SaaS is helpful. You don't need to be a pharmacist or engineer. You do need to learn quickly, understand technology deeply, think strategically, communicate exceptionally well, and take ownership of commercial customer outcomes. YOU'LL PROBABLY LOVE THIS ROLE IF...

• You think "the customer seems happy" is an incomplete assessment of customer health.
• When someone shows you a dashboard, you immediately start asking what the numbers actually mean.
• You can discuss a workflow with a pharmacist and then explain its business impact to a CFO.
• You'd rather show a customer the value they're receiving than tell them they're receiving value.
• You're thinking about renewal months before anyone sends a contract.
• When a customer describes an operational problem, you start wondering whether there's something else we could automate.
• You know the difference between identifying an expansion opportunity and pushing an upsell.
• You aren't afraid to tell a customer something they don't necessarily want to hear.
• You notice patterns. You ask why. You're highly organized, but nobody would describe you as administrative.
• You don't wait for someone to tell you a customer is at risk.
• When you discover a process that doesn't work, your instinct is to help build a better one.

WHY TJM LABS You'll join a fast-growing company solving a very real problem in healthcare. You'll see our automation working inside real pharmacies and taking repetitive work off the shoulders of pharmacists and pharmacy technicians. You'll also have the opportunity to help define what exceptional Customer Success looks like as our technology, customer base, and organization scale. This isn't an opportunity to inherit a mature CS machine. It's an opportunity to help build one. Requirements WHAT WE'RE LOOKING FOR

• 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 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