Customer Success Operations Specialist
About the position 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.
Responsibilities
- 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
- 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
- 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
- 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
Requirements
- 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
- 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
Nice-to-haves
- Startup/scaleup experience is highly preferred
- 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.
Benefits
- Comprehensive benefits package including health, dental, vision, 401(k) with matching, Open PTO, and more
- 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.
- 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.
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