Note: The job is a remote job and is open to candidates in USA. 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. Leverage AI-powered customer insights, predictive health scoring, and workflow automation to proactively identify risks, personalize engagement strategies, improve decision-making, and consistently deliver exceptional customer outcomes aligned with Empower's quality, compliance, and growth objectives
- Develop, execute, and continuously refine customer success plans that align customer goals with Empower's therapies, services, and operational capabilities. Utilize AI-enabled analytics to prioritize opportunities, monitor adoption milestones, identify emerging risks, and recommend data-driven interventions that improve utilization, strengthen customer confidence, accelerate value realization, and support long-term retention within a highly regulated 503A and 503B environment
- Build trusted relationships through proactive communication, consultative guidance, and responsive customer engagement that strengthens satisfaction and loyalty. Apply AI-assisted sentiment analysis, communication recommendations, and customer intelligence to anticipate evolving needs, resolve concerns efficiently, capture meaningful feedback, and reinforce Empower's commitment to service excellence, innovation, and patient-focused outcomes
- Lead onboarding, education, and ongoing customer coaching to ensure safe, compliant, and effective use of Empower therapies, products, and workflows. Utilize AI-supported learning recommendations, knowledge resources, and personalized enablement strategies to accelerate customer proficiency, improve operational consistency, increase independence, and maximize long-term customer success while maintaining regulatory compliance
- 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. Leverage AI-enabled workflow visibility, intelligent case prioritization, and cross-functional insights to accelerate issue resolution, improve communication, reduce recurring problems, and enhance the overall customer experience without duplicating operational responsibilities
- Monitor customer adoption, utilization, engagement, adherence, and operational performance using CRM, business intelligence, and AI-powered analytics tools. Translate performance trends into actionable recommendations, coordinate timely interventions, maintain accurate customer documentation, and ensure reliable reporting that supports informed decision-making, operational excellence, and scalable customer success execution
- Capture customer feedback, operational observations, and engagement trends to identify opportunities that improve products, services, processes, and customer experiences. Utilize AI-driven analytics, pattern recognition, and predictive insights to transform customer intelligence into meaningful recommendations that support innovation, operational improvements, and organizational decision-making across Empower's growing business
- Continuously evaluate customer health indicators, engagement patterns, operational performance, and compliance considerations to proactively identify and mitigate risks before they impact customer outcomes. Apply AI-powered predictive monitoring and root-cause analysis to prioritize corrective actions, coordinate escalations, strengthen business continuity, and maintain customer confidence within Empower's highly regulated operating environment
- Contribute to scalable operational excellence by documenting best practices, improving customer success playbooks, standardizing workflows, and supporting organizational learning initiatives. Leverage AI-assisted process optimization, workflow automation, and knowledge management to improve execution quality, increase efficiency, enhance customer satisfaction, and enable sustainable growth across Empower's Customer Success organization
Skills
- 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
Benefits
- Medical, dental, and vision coverage
- Paid time off
- 401(k) matching
- Wellness perks
- IV therapy
- Compounded medications
Company Overview