Empower PharmacyRemote
Customer Success Manager
United States of America
Full Time
3 weeks ago
Visa Sponsor
Key skills
Salesforce CRMCustomer Success platformsMicrosoft ExcelTableauPower BIAI-enabled analyticsWorkflow automationCustomer intelligence technologiesCustomer lifecycle managementOnboardingCustomer health scoringRetention strategiesRenewal readinessRisk managementContinuous improvement methodologiesArtificial intelligencePredictive analyticsAutomation technologiesData-driven decision-makingHealthcare operationsSpecialty pharmacyRegulated enterprise supportHIPAA trainingStrategic planningAIAnalyticsBIBusiness IntelligenceSaaSSalesforceCRMProduct ManagementCommunicationCustomer Success
About this role
Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. The Customer Success Manager drives measurable customer outcomes by owning the complete post-sale lifecycle across assigned customer portfolios, ensuring adoption, retention, satisfaction, and renewal readiness while advancing Empower's strategic growth objectives.
Responsibilities:
- 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
- Develop, execute, and continuously refine customer success plans that align customer goals with Empower's therapies, services, and operational capabilities
- Build trusted relationships through proactive communication, consultative guidance, and responsive customer engagement that strengthens satisfaction and loyalty
- Lead onboarding, education, and ongoing customer coaching to ensure safe, compliant, and effective use of Empower therapies, products, and workflows
- Collaborate closely with Customer Service, Pharmacy Operations, Manufacturing, Fulfillment, Quality, Medical Affairs, Product Management, and Commercial teams to resolve customer challenges and improve service delivery
- Monitor customer adoption, utilization, engagement, adherence, and operational performance using CRM, business intelligence, and AI-powered analytics tools
- Capture customer feedback, operational observations, and engagement trends to identify opportunities that improve products, services, processes, and customer experiences
- Continuously evaluate customer health indicators, engagement patterns, operational performance, and compliance considerations to proactively identify and mitigate risks before they impact customer outcomes
- Contribute to scalable operational excellence by documenting best practices, improving customer success playbooks, standardizing workflows, and supporting organizational learning initiatives
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. — OR equivalent demonstrated work experience
- Proficiency with CRM (Salesforce), customer success platforms and BI tools (Tableau/Power BI); strong Excel
- Proven success-coaching, training, and enablement abilities; strong analytical and communication skills
- Proactive, ownership-driven, outcome-focused mindset
- Required: HIPAA training (required on hire and annually)
- Experience using analytics, risk models, or AI-driven tools preferred
- Experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows is preferred
- Familiarity with QBRs/EBRs and Customer Success platforms (e.g., Gainsight) is desirable
- Formal training/working knowledge of USP<797>/<800> or other compounding standards (for 503A/503B roles) is desirable
- Certified Customer Success Manager (CCSM), Lean/Six Sigma