VP, Customer Success

Position Summary

TJM Labs is an AI automation company focused on pharmacy operations. Its proprietary vision-LLM and RPA stack is designed to automate work performed by pharmacy technicians, including prescription intake, data entry, refill handling, prior authorization, and claims adjudication at the screen layer across leading pharmacy management systems. The company supports independent, compounding, long-term care, specialty, retail, and enterprise pharmacies throughout the United States and Canada, and is expanding quickly.

The organization is looking for a strategic, hands-on Vice President of Customer Success to take ownership of the full post-sale journey, covering onboarding, implementation, support, and long-term account health. This is a greenfield leadership role that will require building the function from the ground up. The leader will set the vision, design the operating model, establish systems and playbooks, and develop a strong team capable of delivering consistent customer outcomes after the sale.

This role is accountable for key lifecycle metrics such as retention, net revenue retention, time to live, customer satisfaction, and SLA performance. The VP will also act as the customer’s internal advocate and work closely with Sales, Product, and Engineering. Success will mean creating a scalable, data-informed customer success engine that shortens time to value, strengthens pharmacy relationships, and supports measurable expansion across the customer base.

Key Responsibilities

• Set the direction, structure, and growth plan for the customer success function across onboarding, implementation, support, and account management, with a focus on scaling efficiently and delivering a consistently strong customer experience.
• Build repeatable engagement models and playbooks suited to TJM Labs’ different customer segments.
• Establish and monitor customer health indicators across the full lifecycle, including retention, NRR, time to live, CSAT, and SLA adherence, and use the data to identify risks, trends, and growth opportunities.
• Own the customer success technology stack, including onboarding, ticketing, and account management systems.
• Prepare department and customer health reporting for executive leadership, including dashboards that support business decisions.
• Manage the customer success budget, covering headcount, contractors, and external vendors.
• Design onboarding flows customized for each pharmacy segment and PMS environment, with an emphasis on reducing time to live and accelerating early automation return on investment.
• Create onboarding guides, training assets, and supporting materials that help pharmacy teams and PMS configurations move through go-live smoothly and with confidence.
• Oversee new customer onboarding in partnership with Project Managers and Engineering, making sure sales handoffs are clean and implementation milestones are achieved.
• Strengthen implementation standards for TJM Labs’ bot deployment model, including the nuances of screen-layer automation across both modern browser-based systems and legacy desktop applications.
• Build support workflows and service-level expectations that enable timely, reliable resolution of technical issues across the bot and platform stack.
• Assess and roll out customer support tools, including ticketing, escalation routing, and monitoring solutions that improve response speed and resolution quality.
• Develop a self-service knowledge base that helps customers solve common issues independently and lowers inbound support demand.
• Collaborate with Engineering on complex escalations, especially those related to PMS upgrades, screen-layer changes, or reduced bot performance.
• Serve as a senior contact for important accounts and develop a strong understanding of each pharmacy’s workflows, goals, and operating environment.
• Lead regular business reviews to showcase automation ROI, uncover expansion potential, and keep customer priorities aligned.
• Spot upsell and cross-sell opportunities through account insights, such as additional bot types, increased script volume, broader workflow coverage, or rollout to more pharmacy locations.
• Represent the customer internally and work with Product and Engineering to bring real-world pharmacy feedback into the product roadmap.
• Create customer success stories and case studies that demonstrate automation value and help Sales generate new pipeline.
• Hire, coach, and scale a high-performing team spanning onboarding, implementation, support, and account management, while also developing existing Project Managers and bringing in strategic new talent.
• Promote a culture built on accountability, ongoing improvement, and a pharmacy-first mindset within the customer success organization.
• Provide training and career development that deepen both technical capability and pharmacy domain knowledge across the team.

Qualifications

• At least 8 years of experience in Customer Success, Implementation, or Client Services, including a minimum of 4 years in leadership positions.
• Demonstrated success building and scaling post-sale operations from the ground up, including the systems, tools, metrics, and playbooks needed to make the function repeatable.
• Background in healthcare IT, SaaS, or vertical software is strongly preferred; exposure to pharmacy or adjacent pharmacy workflows is a meaningful advantage.
• Strong analytical orientation with solid understanding of customer success metrics, retention drivers, and expansion strategies, plus practical experience with CS platforms, onboarding tools, CRM systems, and support ticketing software.
• Technically comfortable enough to discuss software and workflow automation in a credible way with pharmacy operators and to collaborate effectively with Engineering on complex issues.
• Proven people leader with experience hiring, coaching, and developing cross-functional teams while driving function build-out and organizational change in a fast-moving environment.
• Deep customer orientation and a genuine commitment to understanding pharmacy operations and delivering automation outcomes that create measurable value.
• Excellent communication skills and strong executive presence, with the ability to represent TJM Labs confidently to customers and internal stakeholders.
• An undergraduate degree is required.

Additional Information

This is a remote, full-time leadership role based in the United States. The position reports to the Chief Executive Officer.

No specific salary, stipend, number of openings, or start date was provided in the source information.