Customer Success Manager
About RxPx:
RxPx is an award-winning global digital health technology platform that helps doctors, patients and caregivers more easily manage complex conditions and specialty therapies. The platform is used by the world’s leading pharmaceutical manufacturers and life sciences organizations to greatly improve patient safety, adherence, outcomes and ease HCP workload as related to specialty therapies.
Our No Patient Alone mission unites a passionate, smart, dedicated team of developers, designers, data scientists, health professionals and business leaders. As a PE-backed company, with substantial success, awards and customer roster in place, you will be joining a seasoned team well-respected for its thought leadership and consultative approach to building long-term partnerships within the pharmaceutical, life sciences and healthcare ecosystem.
The Role:
Customer Success Manager
We are looking to add an experienced Customer Success Manager to join our amazing team and further our efforts in partnering with organizations in the pharmaceutical manufacturing and life sciences segment.
As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers, and the expansion of our business. You will lead strategic initiatives, foster long-term relationships, and contribute to the growth and retention of our customer base.
You will act as the point of contact across various accounts ensuring RxPx project rollouts are well managed, effectively scheduled, to achieve desired deliverables. You will also be known as a project taskmaster using necessary tools, process workflows, written documentation, and evaluation methodologies to ensure expectations are met along the way while improving for the next deliverable.
This role is open to candidates in Australia, Singapore and Malaysia.
Salary: $90,000 – $120,000 per year
Key Responsibilities
Strategic Account Leadership
- Own and execute comprehensive strategic account plans aligned with customer objectives and company growth targets.
- Serve as a trusted advisor to executive stakeholders, developing deep relationships that position the company as a long-term partner.
- Identify and drive expansion opportunities, including upsell and cross-sell strategies, grounded in a strong understanding of client business priorities and industry dynamics.
- Actively support the General Manager, Australia and APAC, in identifying, nurturing and growing industry relationships and commercial opportunities, representing the company at events, meetings, workshops and conferences as required.
- Oversee and manage all project deliverables while working closely with Project Managers, Technical and Engineering Product teams. Lead business reviews, presenting data-driven insights in customer processes and workflows and strategic recommendations.
Customer Lifecycle & Relationship Management
- Oversee the full customer lifecycle, including onboarding, implementation oversight, adoption, retention, relay patient engagement metrics and support account expansion.
- Actively identify areas for account expansion and new therapy launches through regular dialogue and discovery with existing and new clients and partners. Support the General Manager in account research, outreach, follow up and tracking.
- Act as the primary post-launch point of contact, ensuring successful deployment, relay patient engagement metrics, and support account expansion.ongoing value realization, and continuous optimization.
- Lead and execute program status updates, demonstrate program value, and work through any potential roadblocks.
- Work closely with the Product team and translate customer requirements into actionable insights for Product and Development teams to influence roadmap decisions.
- Maintain a proactive engagement cadence to assess adoption trends, customer sentiment, and risk indicators.
- Participate in the development and implementation of structured engagement frameworks, reporting models, and governance processes tailored to client needs.
Cross-Functional Collaboration & Influence
- Partner closely with Project Management, Sales, Product and Marketing teams to deliver high quality proposals with seamless delivery and alignment with client expectations.
- Collaborate with Product and Development teams to share customer insights, inform proposals, support renewals, and strengthen expansion strategies.
- Design and implement scalable customer success processes, workflows, and best practices.
- Monitor and analyze engagement metrics, retention indicators, and performance KPIs to inform strategic decisions.
- Create and execute change management strategies to drive adoption and support organizational transformation within client accounts.
- Review customer feedback, deliver customized reporting and executive-ready presentations aligned with client-defined success criteria.
- Drive retention and revenue growth within a defined portfolio of high-value customer accounts while understanding business needs.
- Measure customers’ level of engagement and provide product and service improvement plans by identifying risks early and developing mitigation strategies to protect renewals and strengthen long-term partnerships.
- Demonstrate measurable impact through improved adoption, satisfaction, and expansion outcomes.
- Travel as required to support strategic client engagements.
- Lead or contribute to special projects and reporting based on client requirements and initiatives that enhance the Customer Success function.
Qualifications
- Bachelor’s degree in business or health sciences or related discipline or equivalent work experience.
- Project management skills is an asset
- 5+ years of experience managing healthcare accounts
- 5+ years’ experience within the IT Health and/or pharmaceutical industry. Experience working in tech (growth mode startups) is considered a plus.
- 3+ years’ experience in managing and deploying customer success/client account-specific project management plans.
- In depth experience with Microsoft Office Suite (Word, Excel, Powerpoint & Outlook), Atlassian product (JIRA & Confluence)
- Proven problem-solving ability, a high level of comfort with complexity and ambiguity, strong attention to detail, and can work/act independently.
- Strong communication (written and verbal) skills including presentation, meeting/workshop facilitation, and business writing.
- Strong organisational, time management skills with a result-oriented focus.
- Excellent attention to detail and ability to manage complex projects and multi-task.
- Excellent interpersonal skills and ability to establish and maintain relationships with clients, vendors, and other key stakeholders.
- Empathic communicator, able to see things from the other person’s point of view.
- Be highly accountable and demonstrate a strong, supportive, and engaging style.
- Be able to work independently and within a team environment.
- Knowledge with ISO and audit (preferred but not essential)
Why Join RxPx
- Work at the forefront of digital health innovation
- Help improve outcomes for patients worldwide
- Join a mission-driven company with a global footprint
- Collaborate with teams passionate about transforming healthcare