Customer Success Representative

About the role

Atrium24 (Dotti AI) is hiring a Customer Success Representative to support the independent pharmacy owners who use our Dotti platform. You will own member support, onboarding, and retention.

Our members run busy independent pharmacies. They need answers that are timely, accurate, and in plain language, and a partner who helps them get real value from their membership.

Role details

Remote (US), full time

Open to candidates who live in Texas, Florida, Tennessee, Georgia, North Carolina, South Carolina, Alabama, Arizona, Utah, or Indiana

Working hours: Eastern business hours, when our pharmacies need us

Start date: late November preferred

Pay: $50,000 to $60,000 per year

Benefits: paid time off, work from home

What you'll do

Member support

Own the support queue in HubSpot across phone and email: log every request as a ticket, route it, and escalate to the right person.

Respond to and resolve member questions, and keep members updated until each one is closed.

Help members use our group purchasing partnerships, resolve ordering questions with partner pharmacies and suppliers, and share partner updates clearly.

Be the first responder on billing questions and follow up on past due accounts.

Troubleshoot platform issues and write clear issue reports for our dev team.

Onboarding

Own the handoff after close: pick up new members from sales in HubSpot, confirm what they bought, and kick off onboarding.

Fully onboard and train new members, from account setup, paperwork, and data connections through active use.

Check in regularly so members see real value in their first 30 days and beyond.

Retention

Keep consistent touch points with every member to head off churn.

Spot at risk accounts early, work churning accounts, and do what it takes to keep them.

Handle membership change and cancellation requests with care.

Collaborate with sales on trials. Trial members haven't bought yet but are already using the product, so get them set up fast, keep them engaged, and keep sales posted on who's active.

Support renewals: flag at risk accounts well before renewal and give sales a quick usage summary.

Pass upsell and expansion interest to sales.

What we're looking for

2+ years in customer success, account management, or customer support, ideally with a SaaS or subscription product.

Clear, warm written and verbal communication.

Strong organization and follow through across many open conversations.

Comfort working daily in HubSpot, Slack, Asana, and spreadsheets, and the ability to learn new tools quickly.

Good problem solving skills and the judgment to know when to escalate.

Bonus: pharmacy software experience (PioneerRx, QS1, etc.), or experience in pharmacy, healthcare, or with small business customers.

Room to grow

This role can grow into billing operations and platform admin.

How to apply

Apply with your resume. Selected candidates will complete a short homework exercise based on a real member scenario before the final interview.