Customer Success Manager

About the Role

Intelliguard has an excellent opportunity for a Customer Success Manager to join our team in Columbus, Ohio [or remote within the United States or Canada]. As a Customer Success Manager, you will focus on establishing a long-term, trusted relationship with clients.  You will be responsible for a portfolio of hospital and health-system customers from installation through adoption, measurable results, and growth. You will install and train customers on our medication-management solutions, meet with them regularly, document the value they achieve, and identify where Intelliguard can help them next. You will also work collaboratively with internal teams to identify opportunities for client growth or product development. 

What You'll Be Doing

Lead customer installations and go-lives 

• Lead onsite implementations of Intelliguard solutions over multi-day site visits, training pharmacy staff, helping tag medications, and converting manual workflows to RFID-based processes. 

• Partner with implementation colleagues on anesthesia workstation medication management installations, training both operating room and pharmacy staff. 

• Coordinate readiness tasks, timelines, and go-live dates with the implementation project manager so that each installation is delivered on the date committed to the customer. 

• Support each customer through its first month of live use, resolving workflow issues quickly so staff build confidence and consistent habits. 

Guide customer onboarding 

• Conduct onboarding conversations with pharmacy leaders and staff to confirm goals, current workflows, and success criteria before installation begins. 

• Establish baseline operational measures at the start of each engagement, such as expired-medication waste, kit and tray processing time, and inventory accuracy. 

• Set clear expectations with customers on responsibilities, timelines, and what success looks like in the first months of use. 

Prove and document customer value 

• Capture before-and-after operational and financial results for each customer using customer data and medication-intelligence analytics. 

• Present outcomes to pharmacy directors and health-system leadership in clear, evidence-based summaries. 

• Obtain written customer agreement on the results achieved, creating proof that can be shared with the customer’s leadership and other sites in their health system. 

Manage a portfolio of customer relationships 

• Own relationships across an assigned portfolio of hospital and health-system customers in the United States and Canada, managed at the health-system level. 

• Conduct business reviews on a defined cadence: quarterly for strategic customers, including an onsite visit each year, and at least twice a year for other growth customers. 

• Maintain accurate account plans, activity notes, and health indicators in CRM software. 

Drive adoption and ongoing training 

• Identify customers using the solution incorrectly or inconsistently, and coach staff to correct workflows in a practical, supportive way. 

• Train customers on new products, features, and software releases as they become available. 

• Monitor usage and adoption trends to address gaps before they affect customer results. 

Monitor account health and escalate early 

• Flag at-risk accounts early, document the cause, and lead a recovery plan with support, product, and leadership teams. 

• Route technical issues to the customer support team and follow through until the customer confirms resolution. 

• Gather and share client feedback via check-ins, surveys or follow up discussions.  Ensure customer satisfaction data is collected, analyzed and acted upon in a timely manner to improve customer outcomes and processes. 

Identify growth opportunities 

• Recognize additional customer needs, such as new sites, new workflows, or additional solutions, and document them accurately. 

• Refer qualified opportunities to the sales team with complete context, and remain the customer’s trusted advisor during their evaluation. 

Represent the voice of the customer 

• Share structured customer feedback, recurring issues, and feature requests with the product team to inform priorities. 

• Collaborate with support and product teams to improve the overall customer experience. 

We Would Love to Hear From You, If:

• Education: 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.  

• 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; experience with RFID or pharmacy automation is a plus. 

• 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 present outcomes clearly and confidently 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; notices adjacent customer problems and describes them accurately. 

• A consultative, trusted-advisor approach, motivated by 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. 

Why You Should Join Us

• Generous Paid Time Off (Vacation, Sick, 10 Holidays, Floating Holiday Time) 

• Medical, Dental, Vision Plans 

• 401K with Employer Match 

• Life/AD&D and Long-Term Disability (LTD) 

• Flexible Spending Account (FSA) 

• Voluntary Life/AD&D Optional Plans 

• Pet Plan 

• Parental Leave 

• To play a part in helping hospitals and health systems continuously improve the environment of safety around every medication decision! 

Other Information

Travel: Up to 50% travel within the United States and Canada, including multi-day onsite installations and customer visits. 

Working conditions: This role regularly works onsite in hospital pharmacies and operating rooms and must follow each facility’s safety, infection-control, and vendor credentialing requirements. Occasional evening or weekend work may be required around customer go-lives.

The essential functions of the job are performed in an office setting and onsite at customer hospitals. The office environment noise level is typically low to moderate. While performing the job duties, the employee is regularly required to sit for extended periods, to stand and walk for extended periods during installations and customer visits, and to reach with hands and arms, talk, and hear. The employee is required to use office equipment such as a computer, mouse, keyboard, and printer. The employee may be required to lift and/or move up to 25 pounds, such as medication kits, trays, and equipment. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus. We are committed to providing equal employment opportunities to all qualified individuals. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of the job, we will work with you to provide an appropriate accommodation in accordance with applicable laws. 

*Relocation assistance is NOT available for this role.