Confidential Careers ยท 1 day ago
Customer Success Representative/Lead
Stafford, TX
Full-time
Onsite
Mid, Senior Level
$50K/yr - $60K/yr
5+ years expCasa Pharma Rx is a fast-growing, sterile compounding pharmacy committed to delivering high-quality pharmaceutical solutions. The Customer Success Lead is a senior leadership role responsible for managing the Customer Success team, enhancing client relationships, and optimizing operational processes to ensure customer satisfaction and retention.
Human ResourcesRecruiting
Responsibilities
Lead, mentor, and support a team of Customer Success Representatives ensuring consistent performance, accountability, and professional growth
Serve as the escalation point for complex client issues, ensuring timely resolution
Establish clear performance expectations, KPIs, and workflows for the Customer Success team
Partner with leadership on team structure, role clarity, capacity planning, and hiring needs
Act as a senior point of contact for key strategic clinic partners, building trusted, long-term relationships
Ensure clients receive a high-touch, proactive experience across onboarding, ordering, fulfillment, and post-order support
Drive retention, reorder velocity, and overall account health through structured outreach and data-driven insights
Collaborate with Sales to ensure smooth handoffs from onboarding to ongoing account management
Own and continuously improve Customer Success workflows related to order management, fulfillment tracking, escalations, and partner communications
Partner cross-functionally to resolve systemic issues and improve end-to-end efficiency
Identify recurring client issues to prevent repeat problems
Support the development and enforcement of SOPs to ensure consistency, compliance, and scalability
Maintain reporting dashboards to support leadership visibility and decision-making
Ensure Customer Success metrics align with broader company goals and growth initiatives
Qualification
Required
5+ years of experience in Customer Success, Account Management, or Client Operations, preferably in healthcare, pharmacy, life sciences, or a regulated industry
2+ years of experience in a lead, senior, or people-management role
Strong operational mindset with the ability to manage complex workflows and competing priorities
Exceptional written and verbal communication skills, including executive-level client communication
Proven ability to lead through influence, ambiguity, and change
Highly organized, detail-oriented
Comfortable working cross-functionally and holding teams accountable
Preferred
Experience in pharmacy or healthcare operations
Familiarity with CRM systems (e.g., Salesforce), pharmacy platforms (e.g., LifeFile), and reporting tools (Excel, Smartsheet, dashboards)
Background in building or scaling Customer Success teams in a high-growth environment
Benefits
Opportunity to lead and shape a critical function within a rapidly growing pharmacy.
Collaborative, fast-paced environment with room for growth.
Competitive compensation and leadership development opportunities.
Company
Confidential Careers
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2-10 employees
Funding
Current Stage
Early StageLeadership Team
E
Edwin Xiao
Chief Revenue Officer
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