Medstra

Customer Success Manager

• Lead onboarding of new clients from contract execution through launch, including kickoff, documentation and timeline management
• Manage implementation workstreams across payment processing, pharmacy integration, platform configuration and clinical onboarding
• Prepare, submit and manage regulatory and certification applications, including LegitScript, and coordinate responses to reviewer inquiries
• Coordinate Engineering, Operations, Compliance and Clinical teams to meet launch milestones
• Serve as primary point of contact for an assigned client portfolio
• Maintain accurate client pricing, product catalogs and commercial documentation
• Resolve client requests related to platform, payment and fulfillment matters
• Conduct monthly business reviews covering performance, patient volume, retention and growth opportunities
• Drive renewals, service expansion and portfolio retention
• Maintain current status reporting for assigned accounts
• Develop and maintain implementation standards, client communication protocols and onboarding documentation
• Oversee AI-assisted client support tools for quality and appropriate escalation
• Report to the Director of Operations

Client Success Manager – Implementation and Accounts