What We're Looking For
PK Software is modernizing its go-to-market model, and we are adding a Customer Success Manager to serve as one of the primary faces of PK Software across the industry. This role combines account management, customer success, renewals, customer training, and customer advocacy into a single, high-impact position.
You will be responsible for nurturing prospects, conducting product demos, closing new business, managing ongoing customer relationships, delivering periodic customer training sessions, and ensuring renewal and retention. This role also plays a key part in shaping our commercial approach, providing direct Voice of Customer feedback, and positioning PK Software as a leader in compounding pharmacy technology.
This is a strategic, customer-facing role ideal for someone who excels in both sales and relationship management and is comfortable facilitating customer education to drive product adoption and expansion.
________________________________________
What You Will Do
Account Management, Customer Success & Adoption
- Serve as the primary account owner for assigned customers.
- Maintain strong relationships with customers through regular check-ins, strategic conversations, and value delivery.
- Conduct compelling product demos tailored to compounding pharmacy workflows.
- Deliver periodic customer training sessions (virtual and on-site as needed) to drive adoption, reinforce best practices, and introduce new features.
- Lead customer education initiatives for existing accounts to increase utilization and reduce churn risk.
- Monitor account health and proactively address risk indicators to reduce churn.
- Manage the full renewal lifecycle, including negotiation and forecasting.
- Identify expansion opportunities and partner with customers on growth initiatives.
- Provide best practices guidance and workflow optimization recommendations to help customers maximize value from PK Software.
________________________________________
Industry Engagement & Brand Representation
- Attend and represent PK Software at industry conferences, tradeshows, user groups, and customer events.
- Deliver webinars, product sessions, and educational presentations as needed.
- Conduct periodic on-site customer visits to build relationships, observe workflows, and provide in-person training when appropriate.
- Act as a subject matter expert (SME) on PK Software and compounding pharmacy operations.
________________________________________
Strategic Input & Cross-Functional Collaboration
- Partner closely with Customer Support and Onboarding teams to ensure customer needs are addressed quickly and consistently.
- Provide structured Voice of Customer feedback to Product, guiding roadmap direction.
- Collaborate with Marketing on campaigns, case studies, and customer stories.
- Help refine PK Software’s GTM playbooks, pricing discussions, messaging, and customer lifecycle frameworks.
________________________________________
Who You Are
- 3–7 years in SaaS sales, account management, customer success, or customer education roles.
- Proven experience managing a book of business or owning renewal/expansion targets.
- Experience facilitating customer training sessions, workshops, or webinars to drive adoption.
- Strong presentation and demoing skills; confident in technical and business conversations.
- Polished communicator comfortable being the external face of a product.
- Ability to travel 25% to customer sites, industry events, and tradeshows.
- Experience in healthcare, pharmacy operations, or compounding is a plus but not required.
- Ability to work cross-functionally and influence internal teams.
________________________________________
Success Metrics
- New Expansion Revenue Closed
- Renewal rate & Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Churn reduction in assigned accounts
- Account health and product adoption metrics
- Lead-to-close conversion rate
- Customer advocacy (references, case studies, testimonials)
Who We Are
PCCA helps pharmacists and prescribers create personalized medicine that makes a difference in patients’ lives. As a complete resource for independent compounding pharmacists, PCCA provides high-quality products, education and support to more than 3,000 pharmacy members throughout the United States, Canada, Australia and other countries around the world. Incorporated in 1981 by a network of pharmacists, PCCA has supported pharmacy compounding for more than 40 years. Learn more at www.pccarx.com.
