Customer Success Operations Specialist
PrescriberPointHOWDY! Strongly suggest you give this job description a good read before you apply. Note that working in SaaS, healthtech, or pharma with high-touch/high price point client base, deep HubSpot experience, and 4-6 years of topical experience are absolute, no question about it, don’t even think about it, must haves. Thanks!
About PrescriberPoint
The brainchild of David Ricks, CEO of Lilly, and incubated by Boston Consulting Group’s Digital Ventures, PrescriberPoint is a Series A healthtech firm funded by Lilly, Pfizer, Adobe, and MasterCard. We’re all about making the prescription journey painless for Health Care Providers. Our platform reduces administrative friction, increases provider satisfaction, and ensures patients receive medications more quickly and reliably.
Position Summary
We’re looking for a Customer Success Operations Specialist to design, optimize, and scale the processes, systems, and reporting that empower our Customer Success efforts. This role will own the operational foundation that allows our CS team to deliver consistently exceptional experiences to pharma partners and healthcare organizations. You’ll partner closely with Customer Success leadership, Sales, and Product to ensure smooth handoffs, accurate data, and actionable insights.
Key Responsibilities
Operations & Process Design
- Build and document repeatable workflows for customer onboarding, renewals, and expansions
- Create standardized playbooks and process maps for CS to drive consistency
- Partner with Sales and Product teams to ensure smooth handoffs and alignment across the customer journey
Systems & Tools
- Own HubSpot CRM setup and optimization for Customer Success workflows (no separate CS platform today)
- Configure dashboards, pipelines, and reporting in HubSpot to track customer health and engagement
- Partner with RevOps to ensure clean, consistent data across systems
Reporting & Insights
- Develop and maintain CS dashboards and metrics (renewal forecasts, churn, adoption trends, NPS, etc.)
- Provide CS leadership with actionable insights to improve customer health and retention
- Monitor customer engagement data and proactively flag risks/opportunities
Cross-Functional Enablement
- Serve as the go-to operational partner for the CS team, removing friction from their day-to-day work
- Align with Sales Ops and Marketing Ops to ensure end-to-end visibility of the customer journey
- Support leadership in quarterly business reviews and board-level reporting
Qualifications
- Experience working in SaaS, healthtech, or pharma with high-touch/high price point client base (if you’re dealing with hundreds+ of clients, you may not be a good fit)
- 4–6+ years in Customer Success Operations, Sales Operations, or RevOps
- Startup/scaleup experience is highly preferred
- Strong experience using HubSpot as a CRM (including workflows, reporting, and dashboards)
- Proven ability to design and implement processes in a lean, fast-paced environment
- Analytical mindset with strong Excel/Sheets skills and comfort with data-driven decision making; exposure to using AI to generate reports, make workflows more efficient, etc., is a BIG plus.
- Excellent communication and documentation skills
Compensation & Benefits
- Base salary: $75,000-$95,000 based on experience and geography
- 10% target bonus
- Comprehensive benefits package including health, dental, vision, 401(k) with matching, Open PTO, and more
Benefits:
We offer strong benefits for a company at our stage, including a 401k (w/matching), and, while 100% remote, promote in-person human interactions when appropriate.
Beliefs:
PrescriberPoint is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.
Additionally, we participate in the E-Verify program as required by applicable law. Learn more about E-Verify here.
Last, PrescriberPoint is a drug-free workplace committed to maintaining a safe workplace free from unlawful drugs and alcohol and complies with all applicable laws, including the Federal Drug-Free Workplace Act. Team members are prohibited from reporting to work or performing their duties with any unlawful drugs or alcohol in their system. They are also prohibited from using, possessing, manufacturing, selling, trading, distributing, dispensing or making arrangements or offering to distribute unlawful drugs or alcohol while at work or performing work duties. Any violation of the Company’s drug-free workplace policy may result in disciplinary action, up to and including disqualification from employment or termination, unless otherwise allowed by law.
Benefits of working at PrescriberPoint
- A unique opportunity to materially help the lives of literally millions of health care professionals and patients with a team of like-minded (and amazing!) individuals, led by tested management
- We are unabashedly 100% remote. Not that we don't get together at times but we'd rather trust our Scribes will get their work done, while affording them the flexibility to incorporate their lives into their workday and reducing significant emissions. (It's all life!) Looking both forward and back, this can be priceless.
- Strong health, vision, dental, and accident insurance for a company of our scale
- 401(k) with up to 4% matching (unusual for firms at our stage)
- Yearly educational stipends to grow you
- Open Paid Time Off we proactively track
- BYOD (Bring Your Own Device): We happily include funds with each paycheck to cover any hardware costs you might incur to perform your work. If you have a set up that works, you can pocket the funds. We'll never know.