Customer Success & Product Manager (m/f/d) – Pharma SaaS

About us

arex PHARMA is a pharmaceutical trading and technology group headquartered in Schäftlarn near Munich, with offices in Prague and in Bratislava. Our German team, which you'll be joining, is developing NexRx, our SaaS platform for pharmaceutical supply chain compliance. Despite our pharma\-background, we are a technology\-driven company in every part of the business.

The Product

NexRx turns FMD verification (the EU's Falsified Medicines Directive) from a bottleneck into a fast, camera\-based scanning workflow. The platform (a mobile scanning app plus a backend portal) has been in active daily use with wholesalers in the Czech Republic and is validated across 12 EU countries. We're now taking it to market across Europe and building the team to match. This is a unique opportunity to work in a stable company with a startup mindset.

The role

You'll be the bridge between our customers and our development team, making sure NexRx is easy to adopt, well\-documented, rigorously tested, and continuously improving. Three pillars:

• Customer success \& onboarding


• Own the customer journey: onboarding, training, support, retention


• Run day\-to\-day support via Freshdesk, including SLAs, escalations, and FAQ maintenance


• Be the voice of the customer internally and translate feedback into clear requirements for the dev team


• Documentation \& enablement


• Create and maintain user manuals, tutorial videos, knowledge base articles, and demo environments for NexRx Scan and the NexRx Portal


• Keep all customer\-facing content aligned with releases and regulatory updates


• Contribute to GDP/GxP\-relevant documentation with our quality management team


• Product quality \& testing


• Test new features and releases across the NexRx ecosystem from the customer's perspective, documenting bugs, usability issues, and edge cases


• Help establish QA standards within our ISO 9001 / GAMP 5 framework and work with developers on acceptance criteria


• Contribute to API documentation and to the product roadmap based on market feedback

Ideally you bring experience across all three pillars. Realistically, if you're strong in one or two and genuinely eager to grow into the rest, we'd love to hear from you, whether your background is in customer success, technical support, product operations, QA, or technical writing in a SaaS environment.

What matters regardless of background:

• Structured and self\-directed: comfortable owning processes end\-to\-end in a small team, from drafting a tutorial to filing a bug report


• A strong writer: you produce clear, well\-structured content for both end users and technical audiences


• Technically fluent: you understand how apps, APIs, and backends fit together and can communicate precisely with developers


• Quality\-minded: detail\-oriented and rigorous, which matters in a regulated pharma context


• An excellent communicator in English; Czech and German are a significant plus given our Prague\-based colleagues

• Freshdesk or similar helpdesk platforms


• Atlassian tools (Jira, Confluence)


• Pharmaceutical logistics, distribution, or pharmacy/wholesale operations


• EU FMD / serialisation


• GxP documentation practices (GAMP 5, audit trails, data integrity)


• ISO 9001


• Video tutorials or screen\-based training content


• App testing tools or basic test automation


• Subscription billing and SaaS lifecycle tooling


• Basic scripting or coding

• A product at its commercial launch point: your fingerprints will be on everything from the knowledge base to the QA process


• Short paths and real decision\-making power. You work directly with the founder and the development team, not through layers


• The stability of an 18\-year\-old, profitable company combined with the pace of a startup


• A genuinely international setup across Munich, Prague, and Bratislava


• A compact team with an in\-office culture, meeting in a beautiful loft\-style office in Schäftlarn (located right next to the S7 S\-Bahn station)


• 25 days of vacation


• Deutschland\-Ticket compensation

Send your CV and a short note on which of the three pillars fits you best, and which one you'd like to grow into, to terezie.heigl@arexpharma.de. We look forward to hearing from you.

Job Type: Full\-time

Pay: 45\.000,00€ \- 60\.000,00€ per year

Work Location: In person

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