LSPediA LLC
Location: Farmington Hills, MI
Reports to: Head of Customer Success
Type: Full-Time
About LSPedia
LSPedia is a fast-growing SaaS company that empowers the pharmaceutical supply chain to achieve full DSCSA compliance, operational efficiency, and supply chain visibility. We are building a performance-driven, high-integrity culture rooted in accountability, customer value, and team success.
As we expand our footprint in the retail pharmacy and health system markets, we are looking for a
Customer Success Manager (CSM)
to own and grow our
Pharmacy
customer segment. This role is ideal for someone who thrives in a high-growth environment and is passionate about customer success, compliance, and healthcare technology.
Requirement and Responsibilities (What You'll Do)
Own a portfolio of Pharmacy customers
and become their trusted advisor from onboarding to adoption, expansion, and renewal. Understand customer's business goals, workflows, and regulatory requirements
and help them maximize value from the OneScan platform. Conduct regular check-ins, business reviews, and communications
to drive adoption, retention, and account growth. Develop customer success plans
that outline success metrics, goals, risks, and action items aligned with LSPedia's DSCSA and product roadmap. Train and educate customers
on new features, compliance requirements, and best practices. Advocate for customer needs internally
by sharing actionable feedback with Product, Engineering, Support, and Sales teams. Partner with Dispenser Enablement and Reseller teams
to ensure coordinated success strategies across shared customers. Track success metrics
such as NPS, renewal rates, support health, compliance milestones, and product engagement. Contribute to Pharmacy Solution development , including onboarding materials, automation strategies, customer education content, and support playbooks. Key Performance Indicators (what success looks like)
High customer retention and NPS Pharmacy customers are live and consistently DSCSA-compliant Growth in product adoption and upsell opportunities within the segment Minimal churn, escalations, support tickets due to proactive engagement Streamlined customer experience and training effectiveness Qualifications (what we're looking for)
3-5 plus years in customer success, account management, implementation, or related roles SaaS and/or healthcare experience required; experience with pharmacy, DSCSA, or supply chain software is a major plus Strong relationship management skills; able to influence and communicate effectively across stakeholders Proficiency in interpreting data and trends to inform customer strategy Familiarity with NPS, customer lifecycle, churn mitigation, and success metrics Hands-on experience with CRM systems (e.g., HubSpot), project tools (e.g., Teamwork), and financial reporting (e.g. Discern) Comfortable working cross-functionally and managing multiple priorities in a fast-paced environment A self-starter with high accountability, empathy, and passion for helping customers succeed Our Core Values
At LSPedia, every team member is expected to:
Work smart with technology
to scale outcomes and improve workflows Learn quickly and solve problems
with accountability Be or become a subject matter expert
and share that knowledge Deliver high-quality work on time
with minimal oversight Focus on the customer and team success , not just individual output
Reports to: Head of Customer Success
Type: Full-Time
About LSPedia
LSPedia is a fast-growing SaaS company that empowers the pharmaceutical supply chain to achieve full DSCSA compliance, operational efficiency, and supply chain visibility. We are building a performance-driven, high-integrity culture rooted in accountability, customer value, and team success.
As we expand our footprint in the retail pharmacy and health system markets, we are looking for a
Customer Success Manager (CSM)
to own and grow our
Pharmacy
customer segment. This role is ideal for someone who thrives in a high-growth environment and is passionate about customer success, compliance, and healthcare technology.
Requirement and Responsibilities (What You'll Do)
Own a portfolio of Pharmacy customers
and become their trusted advisor from onboarding to adoption, expansion, and renewal. Understand customer's business goals, workflows, and regulatory requirements
and help them maximize value from the OneScan platform. Conduct regular check-ins, business reviews, and communications
to drive adoption, retention, and account growth. Develop customer success plans
that outline success metrics, goals, risks, and action items aligned with LSPedia's DSCSA and product roadmap. Train and educate customers
on new features, compliance requirements, and best practices. Advocate for customer needs internally
by sharing actionable feedback with Product, Engineering, Support, and Sales teams. Partner with Dispenser Enablement and Reseller teams
to ensure coordinated success strategies across shared customers. Track success metrics
such as NPS, renewal rates, support health, compliance milestones, and product engagement. Contribute to Pharmacy Solution development , including onboarding materials, automation strategies, customer education content, and support playbooks. Key Performance Indicators (what success looks like)
High customer retention and NPS Pharmacy customers are live and consistently DSCSA-compliant Growth in product adoption and upsell opportunities within the segment Minimal churn, escalations, support tickets due to proactive engagement Streamlined customer experience and training effectiveness Qualifications (what we're looking for)
3-5 plus years in customer success, account management, implementation, or related roles SaaS and/or healthcare experience required; experience with pharmacy, DSCSA, or supply chain software is a major plus Strong relationship management skills; able to influence and communicate effectively across stakeholders Proficiency in interpreting data and trends to inform customer strategy Familiarity with NPS, customer lifecycle, churn mitigation, and success metrics Hands-on experience with CRM systems (e.g., HubSpot), project tools (e.g., Teamwork), and financial reporting (e.g. Discern) Comfortable working cross-functionally and managing multiple priorities in a fast-paced environment A self-starter with high accountability, empathy, and passion for helping customers succeed Our Core Values
At LSPedia, every team member is expected to:
Work smart with technology
to scale outcomes and improve workflows Learn quickly and solve problems
with accountability Be or become a subject matter expert
and share that knowledge Deliver high-quality work on time
with minimal oversight Focus on the customer and team success , not just individual output