Customer Success Manager

Title: Customer Success Manager Location: US Remote

POSITION SUMMARY

The Customer Success Manager drives measurable customer outcomes by owning the complete post-sale lifecycle across assigned 503A and 503B customer portfolios, ensuring adoption, retention, satisfaction, and renewal readiness while advancing Empower's strategic growth objectives. 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. Success requires strategic thinking, disciplined execution, learning agility, customer obsession, regulatory awareness, and the ability to continuously improve customer experiences while enabling scalable organizational performance and sustained business value.

RESPONSIBILITIES

Customer Lifecycle Management

• Lifecycle Ownership: 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.
• 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. 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.

Customer Enablement And Operational Excellence

• Customer Enablement: 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.
• Operational Coordination: 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.
• Performance Monitoring: 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.

Business Insights And Continuous Improvement

• Insight Generation: 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.
• Risk Management: 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.
• Continuous Improvement: 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.

KNOWLEDGE AND SKILLS

• Demonstrated expertise with Salesforce CRM, Customer Success platforms, Microsoft Excel, Tableau or Power BI, AI-enabled analytics, workflow automation, and customer intelligence technologies supporting scalable customer engagement and operational decision-making.
• Strong knowledge of customer lifecycle management, onboarding, enablement, customer health scoring, retention strategies, renewal readiness, risk management, and continuous improvement methodologies within highly regulated business environments.
• 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.
• Proven ability to leverage artificial intelligence, predictive analytics, automation technologies, and data-driven decision-making to improve operational efficiency, customer satisfaction, execution quality, scalability, and organizational performance.

EXPERIENCE AND QUALIFICATIONS

• 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.
• Experience using analytics, risk models, or AI-driven tools preferred.
• 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.
• 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.
• Required: HIPAA training (required on hire and annually).
• Preferred: Certified Customer Success Manager (CCSM), Lean/Six Sigma.