Customer Success Manager

Select LTC Pharmacy is a leading provider of pharmacy services for long-term care patients, providing comfort when it matters most. We are committed to enhancing patient care through innovation, collaboration, and treating every patient as if they were a member of our own family. Excellent customer service is the cornerstone of our business.

SUMMARY:

The position is responsible for leading and managing the overall customer service function for all locations, ensuring a consistent and high-quality customer experience. This role directly oversees the Customer Service Team and partners with leaders across the business unit to resolve customer issues, streamline service workflows, and identify areas for quality assurance. The Manager plays a key role in setting service standards, coaching team members, and implementing best practices to drive customer satisfaction and operational efficiency.

SCHEDULE: Onsite at LA and occasional travel to Riverside Offices, Monday thru Friday

ESSENTIAL RESPONSIBILITIES: 

• Lead and manage the Customer Service Team, including setting performance goals, tracking metrics, and supporting the day-to-day operations.

• Establish and uphold high service standards to ensure a consistent customer experience company-wide.

• Monitor and analyze client satisfaction trends; proactively address risks of dissatisfaction or attrition with a focus on long-term relationship building.

• Develop and execute strategies in partnership with department leaders that enhance customer engagement, retention, and service delivery.

• Leverage client feedback and service data to identify root causes of issues, recommend improvements, and drive continuous service enhancements.

• Prepare and deliver regular reports to leadership on customer satisfaction, team performance, service trends, and strategic opportunities.

• Design and implement customer success initiatives that align with company goals and promote service excellence.

• Perform other duties as assigned by supervisor.
  
  

MINIMUM QUALIFICATIONS: 

• 5 years of experience managing client support or customer service teams, preferably in a healthcare, pharmacy, or call center setting

• Demonstrated ability to handle escalations with professionalism and resolve complex customer service issues

• Proven ability to lead cross-functional teams across multiple locations or departments

• Strong background in customer success, retention strategy, and client satisfaction analysis

• Strong planning, time management, and problem-solving skills

• Excellent customer service and interpersonal skills

• Ability to maintain a high level of confidentiality and handle sensitive information

• Detail-oriented with strong documentation and organizational skills

• Ability to communicate professionally and effectively with providers, patients, and team members

• Strong written and verbal communication skills

• Ability to work independently and collaboratively in a fast-paced environment

• Proficiency in Google Workspace and/or Microsoft Office 365

• Fluency in spoken and written English

• Ability to adapt to new systems or processes

PHYSICAL REQUIREMENTS:
Ability to perform essential office tasks, including prolonged periods of sitting, frequent use of a computer and other standard office equipment operation; occasional lifting and carrying of up to 25 pounds.