Empower Pharmacy
Customer Success Manager
US Remote
Sponsorship not specifiedDetected 22 hours ago
Data VisualizationComplianceSalesforceCRMExcelSupply ChainProcess ImprovementHRISCustomer SuccessCustomer SupportHIPAAPublic HealthPharmacy PracticePatient CareFDA RegulatoryLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptability
About the role
- This role orchestrates cross-functional execution, translates customer insights into scalable improvements, and proactively mitigates operational risk within a highly regulated, hyper-growth environment.
- Leveraging AI as a force multiplier, the Customer Success Manager accelerates decision-making, prioritization, predictive risk identification, customer engagement, and operational quality through data-driven intelligence and automation.
Responsibilities
- Success Planning: 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.
- Relationship Excellence: Build trusted relationships through proactive communication, consultative guidance, and responsive customer engagement that strengthens satisfaction and loyalty.
- 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.
- 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.
- Exceptional communication, executive relationship management, strategic planning, problem-solving, collaboration, coaching, facilitation, and cross-functional leadership skills with the ability to influence stakeholders and drive measurable business outcomes.
- Customer Focus: Builds trust through customer-centric solutions.
Requirements
- While performing the responsibilities of the job, the employee is required to talk and hear.
- Employees are regularly required to move about the office and around the corporate campus.
- The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and t
- Proficiency with CRM (Salesforce), customer success platforms and BI tools (Tableau/Power BI)
- Proven success-coaching, training, and enablement abilities
- Familiarity with QBRs/EBRs and Customer Success platforms (e.g., Gainsight) is desirable.
- HIPAA training (required on hire and annually).
- Required: HIPAA training (required on hire and annually).
- 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.
- Experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows is preferred.
- Formal training/working knowledge of USP / or other compounding standards (for 503A/503B roles) is desirable.
Nice to have
- Certified Customer Success Manager (CCSM), Lean/Six Sigma.
- Experience using analytics, risk models, or AI-driven tools preferred.
- Preferred: Certified Customer Success Manager (CCSM), Lean/Six Sigma.
Skills
- Business Insights And Continuous Improvement
Compensation
- Required: HIPAA training (required on hire and annually).
Benefits
- We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications.
- Continuously evaluate customer health indicators, engagement patterns, operational performance, and compliance considerations to proactively identify and mitigate risks before they impact customer outcomes.
- Customer Enablement: Lead onboarding, education, and ongoing customer coaching to ensure safe, compliant, and effective use of Empower therapies, products, and workflows.
- Continuous Improvement: Contribute to scalable operational excellence by documenting best practices, improving customer success playbooks, standardizing workflows, and supporting organizational learning initiatives.
Company info
- Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide.
- As the nation's most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we're redefining what's possible in personalized medicine and pharmaceutical manufacturing.
- We're proud to be recognized as one of Houston's fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc.
- 5000 List for 2025.
- Empowering people defines who we are.
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This listing is sourced directly from Empower Pharmacy's careers page and normalized into a canonical job model.