Senior Customer Success Manager

Summary

Join Fullscript as a Senior Customer Success Manager, Enterprise and play a crucial role in onboarding and optimizing enterprise clients on our platform. You will bridge the gap between Fullscript's platform and the complex needs of enterprise clients, ensuring a seamless transition from contract signing to platform adoption and optimization. Leveraging a personalized and consultative approach, you will help accounts align their operational goals with Fullscript's capabilities. You will be responsible for achieving key performance metrics, including the number of prescribing practitioners, revenue goals, and ordering patients. This role requires proven experience in account management within enterprise-level accounts, a deep understanding of the US and Canadian medical systems, and excellent communication and analytical skills. Fullscript offers a competitive compensation package, flexible benefits, and a supportive work environment.

Requirements

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, or relevant role, specifically within enterprise-level accounts
• Understanding of the US and Canadian medical systems and an appreciation for integrative and functional medicine
• Customer-focused, strategic thinker, and possesses a strong ability to build relationships with key stakeholders
• Professionalism in speaking with key stakeholders including c-level executives and medical providers and administrators
• Proficiency in Fullscript’s value proposition and platform, and be able to deliver client-focused solutions based on customer needs
• Excellent listening, negotiation, and presentation abilities
• Strong verbal and written communication skills
• Ability to thrive in a fast-paced, multitasking environment where change is the
• Proficiency in CRM and sales software, such as Salesforce and Gong, and strong analytical skills

Responsibilities

• Designing tailored onboarding strategies that address the unique needs of multi-location organizations, ensuring consistent implementation across all locations
• Position Fullscript’s value, technology, and buyer needs to multiple stakeholders (i.e., c-level executive, medical, finance, operation) via virtual and in-person discovery meetings and training
• Ensure a seamless onboarding flow from contract signing, preparing the account for growth and optimization
• Monitor accounts for key milestones, such as platform adoption rates and revenue growth, to identify opportunities that deepen engagement and foster long-term partnerships, serving as their primary and trusted advisor
• Strategize with multiple stakeholders within the organization to sustain current growth and find new opportunities (ex. engaging new providers) and position under-utilized Fullscript features to increase value proposition and revenue
• Collaborating with internal (i.e. Fullscript’s executive, medical, marketing, support and data teams) and external stakeholders to create shared goals, including increasing patient engagement, streamlining workflows, and driving initial platform usage
• Coordinating training sessions for practitioners and staff, including live demos, in-depth walkthroughs, and ongoing education programs to ensure users understand and maximize the platform’s value
• Assisting with the integration of Fullscript into existing workflows, such as EHR systems, tooling, and catalog customization, while identifying opportunities for further efficiency
• Deep understanding of current accounts in pipeline, account timelines and progress, metrics and financial overview, and challenges and risk mitigation
• Prepare and document executive summaries and provide regular, concise updates to other departments on a weekly or monthly basis to ensure alignment and keep teams informed of the progress and successes
• Share product feedback from clients, troubleshoot issues, and escalate product requests and bugs

Benefits

• Market competitive compensation package including equity
• 401K matching (within US)//RRSP matching (within CAD)
• Flexible PTO policy
• Flexible benefits package and additional perks
• Employee discount on Fullscript catalog of products for family & friends
• Ability to Work Wherever You Work Well*