Customer Success Manager

Job not on LinkedIn

🔥 7 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TJM Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

TJM Labs is a healthcare technology company that builds AI-powered automation for pharmacy operations. Their products (TJM Bot, TJM Retail Bot, VoiceAI, Provider Portal, Pharmesol) automate prescription intake, data entry, refill management, benefit investigation, patient communication and other repetitive pharmacy tasks for compounding, specialty, long-term care, retail/independent and Canadian pharmacies. Built by pharmacists and engineers, their HIPAA-compliant bots integrate with existing pharmacy management systems (no API or system replacement required) and are marketed as an embedded, supported automation platform that reduces errors, saves payroll costs, and scales pharmacy operations without adding headcount. The company highlights customer metrics (450+ pharmacies live, 500K+ tasks automated daily) and positions itself as a B2B SaaS provider of AI automation for pharmacy workflows.

📋 Description

• Own the strategic relationship, value realization, retention, renewal, and growth of a portfolio of TJM Labs customers • Align stakeholders around success criteria and expected outcomes • Build relationships across customer organizations and lead strategic conversations and business reviews • Connect TJM's performance to measurable business outcomes • Maintain visibility into customer priorities, health, risk, and opportunities • Own significant escalations and coordinate internal responses • Understand automated workflows and intended business outcomes • Review bot performance, usage, exceptions, and operational metrics • Identify trends, underperformance, remaining manual work, and workflow changes • Partner with technical teams to prioritize automation tuning opportunities • Maintain renewal strategies, identify risks early, and lead renewals through completion • Maintain accurate renewal and expansion forecasts • Identify and develop expansion opportunities across workflows, locations, teams, and business units • Build expansion business cases using customer priorities, performance, and operational data • Translate technical information for customers and business needs for technical teams • Represent customers internally and provide feedback to Product, Engineering, and leadership • Monitor customer health, identify churn indicators, develop at-risk action plans, and keep account strategies current • Help build and improve Customer Success processes as TJM Labs scales

🎯 Requirements

• 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

• 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