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Customer Success Representative
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Evoluciona Pharma
Stafford, TX (In Person)
$55,120 Salary, Full-Time
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Job Description
Job description:
Customer Success Representative Location:
On site (U.S.)Department:
Customer Success / Customer Service Reports to: Director of Customer Success and Sales About Evoluciona Pharma Evoluciona Pharma is a fast-growing, sterile compounding pharmacy committed to delivering high-quality, compliant, and reliable pharmaceutical solutions to our clinic partners and their patients. We operate in a highly regulated environment where precision, responsiveness, and trust are critical and our Customer Success team plays a central role in that mission. Role Overview The Customer Success Lead is a senior, hands-on leadership role responsible for owning day-to-day Customer Success responsibilities. This role blends people leadership, process optimization, and client relationship management, with a strong emphasis on execution, accountability, and continuous improvement. This position is ideal for a proven Customer Success leader who thrives in complexity, can translate strategy into action, and is comfortable operating both at a tactical and leadership level. Key Responsibilities Customer Success Representatives- Serve as the escalation point for complex client issues, ensuring timely resolution Client Relationship Ownership
- Act as a senior point of contact for key strategic clinic partners, building trusted, long-term relationships.
- Ensure clients receive a high-touch, proactive experience across onboarding, ordering, fulfillment, and post-order support.
- Collaborate with Sales to ensure smooth handoffs from onboarding to ongoing account management. Operational Excellence & Process Improvement
- Own and continuously improve Customer Success workflows related to order management, fulfillment tracking, escalations, and partner communications.
- Partner cross-functionally to resolve systemic issues and improve end-to-end efficiency.
- Identify recurring client issues to prevent repeat problems.
- Maintain reporting dashboards to support leadership visibility and decision-making.
- Ensure Customer Success metrics align with broader company goals and growth initiatives. Qualifications
- 2+ years of experience in Customer Success, Account Management, or Client Operations, preferably in healthcare, pharmacy, life sciences, or a regulated industry.
- Strong operational mindset with the ability to manage complex workflows and competing priorities.
- Exceptional written and verbal communication skills, including executive-level client communication.
- Proven ability to lead through influence, ambiguity, and change.
- Highly organized, detail-oriented Preferred Qualifications
- Experience in pharmacy or healthcare operations.
- Familiarity with CRM systems (e.g., Salesforce), pharmacy platforms (e.g., LifeFile), and reporting tools (Excel, Smartsheet, dashboards). What Success Looks Like in This Role
- A high-performing, accountable Customer Success team with clear ownership and measurable outcomes.
- Improved client satisfaction, retention, and reorder velocity.
- Streamlined workflows and reduced escalations through proactive issue management.
- Strong internal partnerships and clear visibility into Customer Success performance. Why Join Evoluciona Pharma
- Collaborative, fast-paced environment with room for growth.
- Competitive compensation and leadership development opportunities.