IRONSAIL PHARMA

Customer Success

Provider Success Specialist

Department

Customer Success

Reports To

Chief Commercial Officer

Employment Type

Full-Time

Work Arrangement

Remote

Compensation Disclaimer: Compensation will be paid in U.S. Dollars (USD), at an annual rate of $30,000–$45,000 USD. The EUR amounts shown in this posting are provided for reference purposes only and may vary based on exchange rates.

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 commercially driven Provider Success role built around direct, consultative work with healthcare providers. You'll own provider onboarding and activation — helping newly signed providers understand Ironsail's pharmacy network and product catalog, scoping their practice's prescribing needs, and getting them fully activated on the marketplace. From there, you'll build the kind of trusted, ongoing provider relationship that lets you grow the account over time.

This is not a reactive support role. You'll proactively drive consultative conversations with providers and practice owners, ask strong discovery questions to understand each provider's priorities and workflow, and make thoughtful, accurate recommendations across products, pharmacy availability, pricing, and shipping. Every consultation should end with clear written follow-up — recommendations and next steps the provider can act on.

You'll also own the commercial relationship within your portfolio: recognizing expansion, cross-sell, upsell, and renewal opportunities as they surface naturally out of your provider conversations, and knowing when to pursue them directly versus escalate. Success in this role is measured by both strong provider activation/relationships and your ability to grow the value of your portfolio over time. AI handles the administrative workload, allowing you to focus on the provider conversations and commercial judgment that actually move the account forward.

Is This Role For You?

- You'll thrive here if: you've spent real time on the phone or in meetings with physicians, prescribers, pharmacists, or practice owners; you're energized by consultative conversations where you have to genuinely understand someone's practice before you can help them; and you also want the ability to turn that trust into commercial growth.

Key Responsibilities

Provider Consultation, Onboarding & Activation

- Own provider onboarding and activation from the first conversation — this is a proactive, hands-on function, not reactive customer support.
- Conduct consultative discovery conversations with providers and practice owners, asking strong scoping questions to understand their practice, prescribing needs, states of operation, priorities, and workflow.
- Learn Ironsail's pharmacy network and product catalog in enough depth to make thoughtful, accurate recommendations.
- Help providers evaluate options across products, pharmacy availability/coverage, pricing, shipping, and other relevant factors.
- Provide clear written follow-up after every consultation, including recommendations and concrete next steps.
- Build trusted, ongoing provider relationships that go beyond the initial onboarding period.

Commercial Ownership & Account Growth

- Recognize commercial opportunities that surface within provider relationships — expansion, cross-sell, upsell,



and renewal — and know when to pursue them directly versus escalate.
- Own revenue growth for an assigned portfolio of provider accounts, building on the trust established during onboarding and ongoing consultation.
- Build account plans that identify expansion opportunities, cross-sell and upsell paths, and the commercial strategy to capture them.
- Act as a strategic advisor to your portfolio, consultatively selling additional marketplace services, pharmacy diversification, and new products where they genuinely fit the provider's needs.

Expansion Strategy & Pipeline Management

- Maintain a live pipeline of expansion opportunities within your existing portfolio, with forecasted revenue and next steps for each.
- Run business reviews focused on growth — surfacing underused services, upsell paths, and unmet provider needs rather than just checking status.
- Negotiate renewals and expanded commercial terms where appropriate, balancing the relationship with the outcome.
- Drive provider utilization and adoption in ways that translate into revenue growth, including pharmacy diversification across your book.

Commercial CRM Ownership

- Own your portfolio's data in the CRM (Pipedrive) — onboarding/activation status, pipeline stages, expansion forecasts, opportunity tracking, and segmentation by growth potential.
- Keep opportunity and pipeline data accurate enough that leadership can rely on it for revenue forecasting.
- Use activity and usage data to decide which accounts need onboarding attention versus which are ready for a commercial conversation.

AI-First Execution

- Use AI daily to prepare for provider consultations and commercial conversations — researching accounts, drafting recommendations and proposals, analyzing pipeline data, and forecasting expansion revenue.
- Apply AI to personalize outreach and surface expansion opportunities faster across your book, so more of your time goes to the provider conversations that matter.

Cross-Functional Collaboration

- Partner with Sales, Operations, and Leadership to align on account strategy, pricing, and larger commercial opportunities.
- Route complex or enterprise-level commercial opportunities to the Senior Account Manager or CCO with full context.
- Report on onboarding/activation progress, expansion revenue, pipeline health, and portfolio growth, and use that data to sharpen your approach.

Qualifications

Required

- Direct, hands-on professional experience communicating with healthcare providers — physicians, prescribers, pharmacists, practice owners, clinics, or comparable healthcare professionals. Experience limited to patients, consumers, internal teams, or non-clinical corporate stakeholders does not meet this requirement.
- Demonstrated experience running consultative discovery conversations — asking scoping questions, understanding a client's/provider's needs, and translating that into recommendations.
- 3+ years of experience in B2B Account Management, Strategic Account Management, Account Executive (managing an existing book of accounts), or Customer Success with explicit expansion or upsell responsibility.
- Strong written and verbal communication skills, including the ability to produce clear,



professional written follow-up after client/provider conversations.
- Commercial awareness — comfortable recognizing and acting on (or appropriately escalating) growth opportunities within a client relationship.
- Strong CRM discipline — pipeline management, opportunity tracking, and forecasting (Pipedrive, HubSpot, Salesforce, or similar).
- An AI-first mindset — you already use AI tools daily to prepare for conversations, research accounts, and manage your pipeline.

Strongly Preferred

- Experience in pharmacy, pharmaceutical, healthcare technology, telehealth, medical device, healthcare SaaS, or a similarly relevant setting.
- A demonstrated track record of upsell, cross-sell, renewal, or account-growth performance against targets.
- Experience with pharmacy, provider marketplace, or multi-entity account structures.

Success Metrics

Success in this role is measured across both provider activation and commercial outcomes, including:

- Provider onboarding and activation speed/quality
- Provider satisfaction and relationship strength
- Expansion revenue generated within your portfolio
- Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- Upsell and cross-sell performance against targets
- Provider adoption and engagement metrics, tied to both activation success and revenue outcomes

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 role that combines real consultative work with healthcare providers and meaningful commercial ownership at a fast-growing, AI-first healthcare technology company. You'll build genuine trust with the providers in your portfolio, guide them through onboarding and activation, and see your impact reflected directly in the metrics that matter — provider activation, retention, and expansion revenue. Work fully remote alongside a small, high-ownership team.

Job Type: Contract

Pay: 26,000.00€ - 39,000.00€ 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?
- 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.
- Have you personally conducted consultative conversations with healthcare providers where you were responsible for understanding their needs and recommending appropriate products, services, or solutions?
- Do you have at least 3 years of professional experience working directly with healthcare providers, such as physicians, prescribers, pharmacists, practice owners, or other clinical professionals?
- Have you personally managed an existing portfolio of B2B healthcare/provider accounts with responsibility for revenue growth through upselling, cross-selling, renewals, retention, or expansion?

Work Location: Remote

📌 Provider Success Specialist - Independent Contractor (España)
🏢 Ironsail Pharma
📍 España