Customer Success Manager

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support
Empower Pharmacy

Empower Pharmacy

Empower Pharmacy operates as a 503A compounding pharmacy and FDA registered 503B facility, specializing in the production of high-quality, personalized medications to enhance the health and well-being of patients across the United States.

Health Care Providers & Services
251-1K
Founded 2009

Description

  • Own the full post-sale customer lifecycle for assigned 503A and 503B customer portfolios, including onboarding, adoption, enablement, health monitoring, retention, and renewal readiness.
  • Develop, execute, and continuously refine customer success plans aligned to customer goals and Empower’s therapies, services, and operational capabilities.
  • Build trusted customer relationships through proactive communication, consultative guidance, and responsive issue resolution.
  • Lead customer onboarding, education, and ongoing coaching to support safe, compliant, and 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 customer challenges and improve service delivery.
  • Monitor customer adoption, utilization, engagement, adherence, and performance using CRM, BI, and analytics tools.
  • Capture customer feedback and operational insights to recommend improvements to products, services, processes, and customer experiences.
  • Proactively identify and mitigate customer health, operational, and compliance risks before they affect outcomes.
  • Document best practices, improve playbooks, standardize workflows, and support continuous improvement across the Customer Success organization.

Requirements

  • 2–5 years of experience 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 Salesforce CRM, customer success platforms, and BI tools such as Tableau or Power BI.
  • Strong Excel skills.
  • 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 preferred.
  • Familiarity with QBRs/EBRs and customer success platforms such as Gainsight is desirable.
  • Formal training or working knowledge of USP<797>/<800> or other compounding standards is desirable.
  • HIPAA training required on hire and annually.
  • Preferred certifications include Certified Customer Success Manager (CCSM) and Lean/Six Sigma.

Benefits

  • Medical, dental, and vision coverage.
  • Paid time off.
  • 401(k) matching.
  • Wellness perks, including IV therapy.
  • Compounded medications as part of the benefits package.

Interested in this position?

Apply directly on the company website

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