Customer Success Manager - Pharmacy Specialist

We're looking for a Pharmacy Specialist to join our team and support our growing network of pharmacy partners, helping them get the most out of our electronic medication administration record (eMAR) solution. In this role, you'll work exclusively with pharmacies, acting as their trusted advisor and day-to-day contact. You'll ensure they achieve maximum value from our software, strengthen relationships between pharmacies and care homes, and help improve the overall quality and safety of medication management in social care settings.

What You’ll Do:

• Build and manage long-term, trust-based relationships with a portfolio of pharmacy customers, ensuring they are successfully using our eMAR system to meet their goals.
• Act as the primary point of contact for pharmacy users, responding swiftly and empathetically to queries, concerns, or support needs.
• Liaise regularly with care homes, GP surgeries, and pharmacy teams to ensure seamless collaboration and reduce unnecessary pharmacy changes requested by care homes.
• Lead onboarding and implementation efforts in partnership with operations and finance teams to guarantee a smooth start for new customers.
• Host regular virtual check-ins and in-person visits with pharmacy partners, both individually and in group settings, to provide insights, training, and strategic guidance.
• Proactively monitor internal systems and conversations to identify and address issues before they escalate, ensuring customer satisfaction and retention.
• Champion the voice of the pharmacy customer internally—providing feedback to product, support, and development teams to improve and evolve our solutions.
• Support pharmacy teams in unlocking the full potential of our software to grow their businesses and improve medication safety for care recipients.

What You’ll Bring:

• Accredited Checking Technician (ACT) qualification—or higher—with direct experience working in or with care home pharmacy services.
• A deep understanding of the pharmacy landscape and common pain points, such as late prescriptions, medication stock issues, and problematic instructions on prescriptions.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with a diverse range of stakeholders.
• Organised, self-motivated, and confident in managing your own workload across multiple customers and priorities.
• A problem-solver who can think on their feet and take a proactive approach to identifying and resolving issues.
• Familiarity with CRM systems and customer success tools (e.g. Salesforce, HubSpot, Gainsight) is a plus.
• Passion for improving care outcomes through digital innovation—and a desire to make a meaningful difference in people’s lives.

What We Offer:

• A base salary of £30,000 - £40,000 and bonus depending on experience.
• Modern town centre offices in Guildford, with opportunity for ad hoc home working.
• 25 days holiday.
• Net zero pension scheme.
• Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme.

At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care.