[Hiring] Customer Success Manager @Empower Pharmacy

Role Description

The Customer Success Manager drives measurable customer outcomes by owning the complete post-sale lifecycle across assigned 503A and 503B customer portfolios, ensuring adoption, retention, satisfaction, and renewal readiness while advancing Empower's strategic growth objectives. This role orchestrates cross-functional execution, translates customer insights into scalable improvements, and proactively mitigates operational risk within a highly regulated, hyper-growth environment. Leveraging AI as a force multiplier, the Customer Success Manager accelerates decision-making, prioritization, predictive risk identification, customer engagement, and operational quality through data-driven intelligence and automation.

Responsibilities

• Customer Lifecycle Management
  • Lifecycle Ownership: Serve as the single accountable owner for assigned customer relationships throughout the post-sale lifecycle, leading onboarding, adoption, enablement, customer health monitoring, retention activities, and renewal readiness.
  • Success Planning: Develop, execute, and continuously refine customer success plans that align customer goals with Empower's therapies, services, and operational capabilities.
  • Relationship Excellence: Build trusted relationships through proactive communication, consultative guidance, and responsive customer engagement.
• Customer Enablement And Operational Excellence
  • Customer Enablement: Lead onboarding, education, and ongoing customer coaching to ensure safe, compliant, and effective use of Empower therapies, products, and workflows.
  • Operational Coordination: Collaborate closely with various teams to resolve customer challenges and improve service delivery.
  • Performance Monitoring: Monitor customer adoption, utilization, engagement, adherence, and operational performance using CRM and analytics tools.
• Business Insights And Continuous Improvement
  • Insight Generation: Capture customer feedback, operational observations, and engagement trends to identify opportunities that improve products, services, processes, and customer experiences.
  • Risk Management: Continuously evaluate customer health indicators, engagement patterns, operational performance, and compliance considerations.
  • Continuous Improvement: Contribute to scalable operational excellence by documenting best practices and improving customer success playbooks.

Qualifications

• Demonstrated expertise with Salesforce CRM, Customer Success platforms, Microsoft Excel, Tableau or Power BI, AI-enabled analytics, workflow automation, and customer intelligence technologies.
• Strong knowledge of customer lifecycle management, onboarding, enablement, customer health scoring, retention strategies, renewal readiness, risk management, and continuous improvement methodologies.
• Exceptional communication, executive relationship management, strategic planning, problem-solving, collaboration, coaching, facilitation, and cross-functional leadership skills.
• Proven ability to leverage artificial intelligence, predictive analytics, automation technologies, and data-driven decision-making.

Requirements

• 2–5 years in Customer Success, healthcare operations, patient services, specialty pharmacy, or regulated enterprise support roles.
• Bachelor’s degree in healthcare administration, life sciences, nursing, public health, operations, health informatics, supply chain, or equivalent experience.
• Proficiency with CRM (Salesforce), customer success platforms and BI tools (Tableau/Power BI); strong Excel.
• Experience using analytics, risk models, or AI-driven tools preferred.
• Proven success-coaching, training, and enablement abilities; strong analytical and communication skills.
• Experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows is preferred.
• Required: HIPAA training (required on hire and annually).

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• 401(k) matching.
• Wellness perks.
• IV therapy and compounded medications.

Key Competencies

• Customer Focus: Builds trust through customer-centric solutions.
• Strategic AI: Guides responsible AI adoption and adaptation.
• Optimizes Work Processes: Drives efficiency with continuous improvement.
• Collaborates: Partners effectively to achieve shared goals.
• Resourcefulness: Secures and deploys resources efficiently.
• Manages Complexity: Simplifies and solves complex challenges.
• Ensures Accountability: Delivers on commitments with integrity.
• Situational Adaptability: Adjusts approach to shifting conditions.
• Communicates Effectively: Tailors messages to diverse audiences.

Values

• People: Empowering people defines who we are.
• Quality: Excellence in every product, every time.
• Service: Serving others is our highest purpose.
• Innovation: Advancing care through technology and discovery.