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
Compensation is paid in USD. The GBP salary range shown is an approximate local currency equivalent based on current 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 where provider engagement is the foundation for long-term account growth. While building trusted relationships, educating providers, and delivering ongoing value are essential parts of the position, they're all intended to help providers expand their use of the Ironsail marketplace and achieve better outcomes.
You'll own the commercial relationship within your portfolio, identifying opportunities to increase provider adoption, introduce additional marketplace capabilities, and grow existing accounts through expansion, cross-sell, upsell, and renewals. Success in this role is measured not only by strong provider relationships and retention, but by your ability to grow the value of your portfolio over time. AI handles the administrative workload, allowing you to focus on strategic account management, meaningful provider conversations, and driving commercial results.
Is This Role For You?
- You'll thrive here if: you enjoy building real relationships with customers and then using that trust to identify, propose, and close revenue opportunities — and you measure your own success by growth numbers, not just satisfaction scores.
- This probably isn't the right fit if: you're looking for a primarily retention- or support-focused role where sales is a small, occasional part of the job. That expectation doesn't match how this role is scoped or measured.
Key Responsibilities
Commercial Ownership & Account Growth
- Own revenue growth for an assigned portfolio of provider accounts — you're accountable for expansion, not just retention.
- 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.
- Own expansion opportunities from identification through close — you don't just flag growth potential, you close it.
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 directly into revenue growth, including pharmacy diversification across your book.
Commercial CRM Ownership
- Own your portfolio's commercial data in the CRM (Pipedrive) — 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 to approach with which commercial offer next.
AI-First Execution
- Use AI daily to prepare for commercial conversations — researching accounts, drafting 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 conversations that close.
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 expansion revenue, pipeline health, and portfolio growth, and use that data to sharpen your commercial approach and help the team hit its revenue goals.
Qualifications
Required
- 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.
- A track record of growing revenue within an existing account base — through upselling, cross-selling, or expansion — not just retaining it.
- Experience owning commercial conversations end to end, including proposing, negotiating, and closing expansion or renewal deals.
- Comfortable carrying and forecasting a pipeline of expansion opportunities across a portfolio of accounts.
- 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 commercial conversations, research accounts, and manage your pipeline.
Preferred
- Healthcare experience is highly preferred — healthcare SaaS, healthcare technology, telehealth, pharmacy, provider networks, medical practices, clinics, or health systems.
- Experience with pharmacy, provider marketplace, or multi-entity account structures.
Commercial Success Metrics
Success in this role is measured commercially. You'll be accountable for outcomes such as:
- Expansion revenue generated within your portfolio
- Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- Provider growth and overall portfolio growth
- Upsell and cross-sell performance against targets
- Provider adoption and engagement metrics, tied directly to 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 strategic commercial function at a fast-growing, AI-first healthcare technology company. You'll have real ownership over portfolio growth and revenue outcomes, work fully remote alongside a small, high-ownership team, and see your commercial impact reflected directly in the metrics that matter — expansion revenue, 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.
- This role is responsible for growing revenue within an existing portfolio of provider accounts through expansion, upselling, cross-selling, and renewals. Have you personally owned these commercial conversations from opportunity identification through closing, and is that the type of role you're looking to continue in?
Work Location: Remote
