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IRONSAIL PHARMA

Customer Success

Provider Success Specialist

Department

Customer Success

Reports To

Chief Commercial Officer

Employment Type

Full-Time

Work Arrangement

Remote

Annual Compensation

USD $15,000–$40,000

About Ironsail Pharma

Ironsail Pharma is a technology-enabled pharmacy marketplace connecting healthcare providers with a nationwide network of licensed compounding pharmacies. We're a fast-growing, AI-first team focused on accurate medication data, reliable pharmacy integrations, and operational excellence.

About the Role

This is a proactive portfolio management role, not inbound customer support. The Provider Success Specialist owns the ongoing health, engagement, and growth of an assigned book of provider accounts — reviewing activity, initiating outreach, and building relationships before a provider ever needs to reach out.

You'll manage your portfolio systematically so no account quietly goes inactive: tracking engagement, flagging risk early, running retention and reactivation campaigns, and delivering the marketplace education that keeps providers growing with Ironsail. It's a high-leverage seat — AI handles the volume, you own the strategy, the relationships, and the results.

Key Responsibilities

Portfolio Ownership & Relationship Management

• Own a defined portfolio of provider accounts end to end — engagement, retention, reactivation, and growth.
• Manage your book on a systematic outreach cadence so every account gets attention on schedule and none goes unattended.
• Run account reviews and check-ins that reinforce value delivered and include ongoing marketplace education.
• Build consistent, trusted relationships with providers — the kind that make them want to stay and grow with Ironsail, not just respond when asked.

Engagement Strategy & Account Health

• Track account health and activity to catch at-risk or dormant providers early, and prioritize outreach based on what the data shows.
• Design and run engagement campaigns — reactivation, expansion into adjacent categories, pharmacy diversification, and new-product introductions.
• Identify risks to the provider relationship and escalate early, partnering across teams to resolve issues before they affect the provider experience.
• Surface expansion and referral opportunities within your portfolio, routing the strategic ones to the Senior Account Manager or CCO.

CRM Ownership & Operational Excellence

• Own portfolio data quality in the CRM (Pipedrive) — segmentation, hygiene, activity tracking, follow-up management, and reporting.
• Keep provider profiles complete and current, and use activity history to sequence and prioritize outreach.
• Build and refine CRM automations and trigger-based sequences that scale coverage across the book without losing the personal touch.

AI-First Execution

• Use AI daily as a core part of the job — segmenting the portfolio, analyzing account activity, drafting outreach, summarizing CRM history, prepping for meetings, and handling documentation.
• Apply AI to automate the repetitive parts of the work so your time goes to relationship-building and judgment calls, not manual tracking.

Cross-Functional Collaboration

• Partner with Sales, Operations, and Leadership to align on account strategy and resolve emerging issues quickly.
• Route strategic conversations and larger opportunities to the right internal owner (Senior Account Manager or CCO) with full context.
• Report on engagement, retention, reactivation, and expansion across your portfolio, and use that data to sharpen the approach over time.

Qualifications

Required

• 3+ years of experience in B2B Customer Success, Account Management, Client Success, Client Relationship Management, Provider Success, or Provider Relationship Management.
• Experience owning a portfolio of business accounts, with direct responsibility for engagement, retention, relationship management, or growth.
• A track record of proactive outreach, engagement campaigns, or retention strategy — not just responding to inbound requests.
• Hands-on CRM ownership — segmentation, hygiene, activity tracking, and reporting (Pipedrive, HubSpot, Salesforce, or similar).
• Strong communicator, comfortable initiating and managing contact across many accounts at once.
• An AI-first mindset — you already use AI tools daily to work faster and smarter, and look for ways to automate repetitive work.

Preferred

• Healthcare experience — healthcare SaaS, healthcare technology, telehealth, pharmacy, provider networks, medical practices, clinics, wellness, or health systems — is strongly preferred.

Exceptional B2B Customer Success candidates from other relationship-driven industries — technology, SaaS, fintech, insurance, legal technology, logistics, and similar — are encouraged to apply.

Data Privacy & Compliance

This role involves contact with regulated healthcare providers and may touch information protected under HIPAA. All outreach and data handling must follow Ironsail's compliance-first standards; anything touching PHI or clinical accuracy requires human verification through approved tools.

Why Join Ironsail Pharma?

Own a high-visibility function at a fast-growing, AI-first healthcare technology company. You'll shape how we manage provider relationships from the ground up, work fully remote alongside a small, high-ownership team, and have direct influence on the metrics that matter — engagement, retention, and growth.

Job Type: Contract

Pay: £11,264.00-£30,038.00 per year

Application Question(s):

• Have you personally owned a portfolio of healthcare provider or customer accounts with responsibility for adoption, engagement, retention, expansion, and relationship management—not solely responding to inbound support requests?
• Ironsail Pharma is an AI-first company. Do you currently use AI tools (such as ChatGPT, Claude, Gemini, Copilot, or similar) every day as part of your work to improve productivity, customer communications, workflow efficiency, or account management?
• Have you used a CRM platform (such as Salesforce, HubSpot, Pipedrive, or similar) to manage a portfolio of accounts, including segmentation, activity tracking, reporting, and customer engagement?
• This is a full-time, remote independent contractor position paying between USD $15,000 and $40,000 annually (paid in USD). Are you comfortable working under these terms?
• Do you have at least three (3) years of experience managing a portfolio of B2B customer or client accounts with responsibility for engagement, retention, relationship management, or growth? Experience in healthcare, healthcare technology, telehealth, or pharmacy is strongly preferred.

Work Location: Remote