About Roseway Labs
Founded in 2018, Roseway Labs is an award-winning, leading private pharmacy specialising in the compounding of personalised medications along with the provision of licensed and unlicensed medications for a range of health conditions.
We collaborate closely with private doctors and clinics to offer innovative, tailored medications that meet the unique needs of their patients, in areas such as dermatology, hair loss, women’s health, men’s health, thyroid and functional medicine. Our commitment to patient well-being, ethical practice, integrity, and education, drives everything we do.
About the role
We are seeking a highly motivated, dynamic and experienced Customer Success Manager to join our commercial team. Your role will be pivotal in demonstrating the value of partnering with Roseway Labs while driving growth within our existing network of clinicians.
Using data-driven insights and a consultative approach, the Customer Success Manager will lead the customer onboarding process, engage with clinicians regularly to understand their needs and provide tailored solutions to help grow our clinic network. You will develop strategic account plans, identify new business opportunities, and work towards achieving KPIs and revenue targets.
Key responsibilities:
* Seamlessly onboard new clinicians to our e-prescribing platform providing guidance and support.
* Build strong relationships with clinicians by prioritising their needs and ensuring an exceptional service.
* Identify new business opportunities within our existing clinic portfolio and introduce new products and offerings to relevant clinicians.
* Develop and implement account strategies and engagement plans to retain and grow our existing network of practitioners and clinics.
* Engage inactive and prospective users, ensuring they see the benefits of partnering with Roseway Labs.
* Maintain accurate and up-to-date records of all interactions with clinics in our Pipedrive CRM
* Analyse clinician behaviour and engagement trends and use this to identify needs, opportunities, risks and gaps
* Act as the voice of the customer, ensuring Roseway Labs remains their trusted pharmacy partner.
* Stay up-to-date with the latest industry and product trends, as well as Roseway Labs’ own products
* The role is office based 3-4 days a week and travel as required to meet with practitioners and participate in industry events.
Experience:
* 5-7 years of experience in customer success, account management, or sales in a B2B environment.
* Demonstrated ability to take ownership of ambitious targets and deliver results.
* Strong relationship-building skills and a customer-centric approach.
* Data-driven mindset with the ability to analyse trends and take strategic action.
* Excellent communication, problem-solving, and organisational skills.
* Proactive and self-motivated, with a passion for helping customers succeed.