Customer Success Manager

3 hours, 21 minutes 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 portfolios, including onboarding, adoption, enablement, health monitoring, retention, and renewal readiness.
  • Develop and continuously refine customer success plans that align customer goals with Empower’s therapies, services, and operational capabilities.
  • Build trusted customer relationships through proactive communication, consultative guidance, and responsive issue resolution.
  • Lead customer onboarding, education, coaching, and enablement to support safe, compliant, and effective use of Empower 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 customer adoption, utilization, engagement, adherence, and operational performance using CRM and business intelligence tools.
  • Capture customer feedback and operational trends to identify opportunities for improvements in products, services, processes, and customer experience.
  • Evaluate customer health, engagement patterns, and compliance considerations to proactively identify and mitigate risk.
  • Document best practices, improve customer success playbooks, and support workflow standardization and continuous improvement initiatives.

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, Tableau or Power BI, and Excel.
  • 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 is required on hire and annually.
  • Proven success in coaching, training, and customer enablement, with strong analytical and communication skills.
  • 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.
  • IV therapy benefit.
  • Compounded medications benefit.
  • Comprehensive employee benefits supporting health, well-being, and future financial security.

Interested in this position?

Apply directly on the company website

Apply Now

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