Job Description

About Infusive

Infusive is the dedicated supply chain management partner and software platform built for IV therapy and wellness clinics. We centralize vendor relationships, secure better pricing, and protect clinics from supply disruptions — giving owners stability, transparency, and room to grow. As we expand our presence in the market, we’re building out our marketing and events function and looking for the person to own it.

About the Role

The Customer Success Specialist (CSS) serves as the primary point of contact and relationship owner for a portfolio of client accounts. This role is responsible for delivering a seamless onboarding experience, driving software adoption, ensuring operational continuity, and identifying strategic growth opportunities. While the CSS coordinates cross-functionally with the Onboarding Specialist, Software Specialist, and Supply Chain team, full accountability for the client experience remains with this role at all times.

Key Responsibilities

Client Onboarding

· Lead the initial onboarding call with each new client, delivering a structured walkthrough using the approved onboarding checklist and setting clear expectations for milestones, timelines, and deliverables.

· Collect all client information and documentation required to initiate onboarding, including business details, licensing, and authorized contacts.

· Compile a complete list of client contacts and designated users for both Infusive systems and the Ordering Portal.

· Proactively identify potential onboarding obstacles (e.g., licensing delays, incomplete vendor information) and implement mitigation steps before they impact the timeline.

· Identify opportunities to position Infusive as a strategic growth partner, flagging additional services relevant to the client's needs.

· Coordinate with the Onboarding Specialist and Software Specialist to execute the full onboarding process, maintaining oversight and accountability for the overall client experience while they own day-to-day tasks (vendor onboarding and McKesson approvals; software setup, training, and Ordering Portal activation, respectively).

· Escalate to leadership when onboarding involves large franchise organizations or requires support beyond standard procedures.

Initial Ordering Call

· Verify that all onboarding and software prerequisites are complete before scheduling the initial ordering call, including training completion, user permissions, vendor activation, and McKesson non-licensed approval.

· Lead the call agenda: demonstrate the ordering process, walk through ordering methods and billing cycles, review how orders are interpreted and fulfilled, and confirm login credentials and system access.

· Address client questions and set the client up to operate self-sufficiently going forward.

Ongoing Support & Account Management

· Serve as the client's primary point of contact for the life of the relationship, maintaining continuous visibility into account status regardless of which internal team is involved.

· Proactively communicate updates and acknowledge issues in a timely manner.

· Coordinate with the Supply Chain team on unresolved fulfillment issues and take ownership on the client's behalf; plan and execute regular account touches (in-person and virtual).

· Own reconciliation and financial communication, including tracking outstanding balances until payments are received and resolving billing discrepancies directly with clients.

· Identify upsell and cross-sell opportunities, present recommendations, and develop purchasing models aligned with each client's goals, patterns, and growth trajectory.

Qualifications

· 2+ years of experience in customer success, account management, or client services, preferably within healthcare, pharmacy, or distribution.

· Strong organizational skills with the ability to coordinate across multiple internal teams while owning end-to-end accountability for the client relationship.

· Excellent verbal and written communication skills; comfortable leading client-facing calls.

· Experience with CRM, ordering, or account management software; [specific systems] a plus.

· Bachelor's degree or equivalent professional experience.

· Availability to travel to clients and/or trade shows periodically.

What We Offer

· Starting salary of 60-70K depending on experience and qualifications, as well as potential for inclusion in employee bonus pool and benefits — health, dental, vision, etc., after 90 days of employment.

· Paid time off / holiday policy

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