JOB TITLE: Customer Success Manager
Location: West Palm Beach, FL (Hybrid)
Type: Full-Time
ABOUT SCRIPTFUL
Scriptful is a fast-growing health technology company redefining how patients and providers
navigate prescription management. We build intelligent, integrated platforms that connect
pharmacies, telehealth providers, and patients — making medication access faster, smarter, and
more human. At Scriptful, we believe technology should remove barriers to care, not create them.
We are a mission-driven team passionate about improving patient outcomes and supporting the
people who deliver care every day.
ROLE OVERVIEW
We are looking for a strategic, relationship-driven Customer Success Manager to own the full client
lifecycle for our growing portfolio of telehealth and SaaS clients. You will be the trusted partner
clients rely on from first onboarding through long-term growth — guiding implementation, driving
platform adoption, and ensuring retention. You will also play a key role in shaping how we scale our client success function as the company grows.
KEY RESPONSIBILITIES
Client Relationship Management
• Serve as the primary relationship owner for a book of 50+ telehealth and SaaS accounts,
managing engagement, satisfaction, and long-term retention.
• Conduct regular cadence-based check-ins to monitor client health, surface risks early, and
deepen strategic partnerships.
• Champion client needs internally and advocate for solutions that drive measurable outcomes.
Onboarding & Implementation
• Lead end-to-end client onboarding — from workflow discovery and platform configuration to
training — with a target activation window of 2–3 weeks.
• Develop and maintain scalable onboarding SOPs, training materials, and implementation
playbooks.
• Lead kickoff calls, workflow discovery sessions, and tailored platform training for new clients.
Adoption, Retention & Growth
• Drive platform adoption and product utilization through proactive engagement and
consultative guidance.
• Identify upsell and expansion opportunities that align client goals with Scriptful's platform
capabilities.
• Own renewal conversations and develop retention strategies that reduce churn proactively.
Cross-Functional Collaboration
• Act as the bridge between clients and engineering teams for API integrations, technical
troubleshooting, and platform enhancements.
• Partner with Product, Sales, Clinical, Operations, and Engineering teams to resolve complex
client challenges.
• Contribute client insights to product roadmap planning and champion new features to drive
adoption.
Team & Process Development
• Help recruit, onboard, and mentor junior Client Success team members.
• Build and improve scalable workflows and best practices that improve efficiency across the
CS function.
• Maintain accurate client records and reporting across CRM and customer success platforms.
QUALIFICATIONS
Required
• 5+ years of experience in Customer Success, Account Management, or Client Onboarding —
ideally within SaaS, HealthTech, or a regulated environment.
• Demonstrated track record managing 50+ accounts with measurable results in retention,
activation rates, or time-to-value improvement.
• Strong cross-functional collaborator — comfortable partnering daily with Product,
Engineering, Clinical, and Operations teams.
• Proficiency with CRM and CS platforms such as HubSpot, Freshdesk, Jira, Confluence, or
equivalent tools.
• Exceptional communicator — able to translate technical concepts into client-friendly language
and lead executive-level conversations.
• Process-oriented thinker who can build programs, not just execute them.
Preferred
• Experience in telehealth, specialty pharmacy, or behavioral/mental health platforms.
• Familiarity with API integrations and the ability to collaborate with engineering on client
implementation workflows.
• Experience building and mentoring a CS team and creating onboarding programs from
scratch.
• Bilingual in English and Spanish.
WHAT WE OFFER
• Competitive salary and performance-based bonus.
• Comprehensive health, dental, and vision benefits.
• A mission-driven culture where your work directly improves patient care outcomes.
• High-ownership role with a clear path to leadership as we scale.
• Collaborative team that values initiative, transparency, and results.
