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Customer Success Manager
Empower Pharmacy. Own assigned customer relationships throughout the post-sale lifecycle, including onboarding, adoption, enablement, health monitoring, retention, and renewal readiness .
Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Own assigned customer relationships throughout the post-sale lifecycle, including onboarding, adoption, enablement, health monitoring, retention, and renewal readiness
- Develop and refine customer success plans aligned with customer goals and Empower’s therapies, services, and operations
- Build trusted customer relationships through proactive communication, consultative guidance, and responsive engagement
- Lead customer onboarding, education, coaching, and enablement for safe, compliant, effective use of therapies, products, and workflows
- Collaborate with Customer Service, Pharmacy Operations, Manufacturing, Fulfillment, Quality, Medical Affairs, Product Management, and Commercial teams to resolve challenges and improve service delivery
- Monitor adoption, utilization, engagement, adherence, and operational performance using CRM, business intelligence, and AI-powered analytics
- Capture customer feedback and engagement trends to recommend improvements to products, services, processes, and experiences
- Identify and mitigate customer, operational, and compliance risks; coordinate escalations and corrective actions
- Document best practices, improve customer success playbooks, standardize workflows, and support organizational learning
- Use AI, predictive analytics, automation, and data-driven insights to improve customer outcomes, efficiency, scalability, and organizational performance
Requirements
What you’ll need- 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 OR equivalent demonstrated work experience
- Proficiency with CRM (Salesforce), customer success platforms, Tableau/Power BI, and Microsoft Excel
- Experience using analytics, risk models, or AI-driven tools preferred
- 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 preferred
- Familiarity with QBRs/EBRs and Customer Success platforms such as Gainsight desirable
- Formal training/working knowledge of USP<797>/<800> or other compounding standards desirable
- HIPAA training required on hire and annually
- CCSM and Lean/Six Sigma preferred
Benefits
Comp & perks- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- 401(k) matching
- Wellness perks
- IV therapy
- Compounded medications