Customer Success Manager

The posting, as Intelliguard wrote it

About Intelliguard
Intelliguard is redefining how hospitals manage their most critical medications. With more than 25 years of experience and the most RFID patents in the field, we combine trusted technology with deep pharmacy expertise to bring accuracy, intelligence, and control to every step of the medication journey.

We’re a fast-growing healthcare technology company that believes innovation should make life better for the people who save lives. Our Mira Ecosystem™ connects RFID automation, real-time visibility, and predictive insights to help hospitals reduce waste, prevent shortages, and strengthen compliance. Trusted by hundreds of leading hospitals and health systems across North America, Intelliguard is helping shape the future of medication intelligence.

We move fast, solve hard problems, and look for people who thrive in an environment where curiosity, collaboration, and accountability matter. If you’re motivated by building technology that improves healthcare and want to be part of a team that’s making a real impact, we’d love to meet you.

About the Role
Intelliguard has an excellent opportunity for a Customer Success Manager to join our team in Columbus, Ohio [or remote within the United States or Canada]. As a Customer Success Manager, you will focus on establishing a long-term, trusted relationship with clients. You will be responsible for a portfolio of hospital and health-system customers from installation through adoption, measurable results, and growth. You will install and train customers on our medication-management solutions, meet with them regularly, document the value they achieve, and identify where Intelliguard can help them next. You will also work collaboratively with internal teams to identify opportunities for client growth or product development.

What You'll Be Doing
Lead customer installations and go-lives

• Lead onsite implementations of Intelliguard solutions over multi-day site visits, training pharmacy staff, helping tag medications, and converting manual workflows to RFID-based processes.
• Partner with implementation colleagues on anesthesia workstation medication management installations, training both operating room and pharmacy staff.
• Coordinate readiness tasks, timelines, and go-live dates with the implementation project manager so that each installation is delivered on the date committed to the customer.
• Support each customer through its first month of live use, resolving workflow issues quickly so staff build confidence and consistent habits.

Guide customer onboarding

• Conduct onboarding conversations with pharmacy leaders and staff to confirm goals, current workflows, and success criteria before installation begins.
• Establish baseline operational measures at the start of each engagement, such as expired-medication waste, kit and tray processing time, and inventory accuracy.
• Set clear expectations with customers on responsibilities, timelines, and what success looks like in the

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Why You Should Join Us

• Generous Paid Time Off (Vacation, Sick, 10 Holidays, Floating Holiday Time)
• Medical, Dental, Vision Plans
• 401K with Employer Match
• Life/AD&D and Long-Term Disability (LTD)
• Flexible Spending Account (FSA)
• Voluntary Life/AD&D Optional Plans
• Pet Plan
• Parental Leave
• To play a part in helping hospitals and health systems continuously improve the environment of safety around every medication decision!

Other Information
Travel: Up to 50% travel within the United States and Canada, including multi-day onsite installations and customer visits.
Working conditions: This role regularly works onsite in hospital pharmacies and operating rooms and must follow each facility’s safety, infection-control, and vendor credentialing requirements. Occasional evening or weekend work may be required around customer go-lives.
The essential functions of the job are performed in an office setting and onsite at customer hospitals. The office environment noise level is typically low to moderate. While performing the job duties, the employee is regularly required to sit for extended periods, to stand and walk for extended periods during installations and customer visits, and to reach with hands and arms, talk, and hear. The employee is required to use office equipment such as a computer, mouse, keyboard, and printer. The employee may be required to lift and/or move up to 25 pounds, such as medication kits, trays, and equipment. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus. We are committed to providing equal employment opportunities to all qualified individuals. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of the job, we will work with you to provide an appropriate accommodation in accordance with applicable laws.
*Relocation assistance is NOT available for this role.