Customer Success Manager

🕒 5 days ago

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Empower Pharmacy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

💊 Pharmaceuticals

🏥 Healthcare

🏭 Manufacturing

💰 Debt financing on 2023-10

Pharmaceuticals • Healthcare • Manufacturing

Empower Pharmacy is a U. S. -based compounding pharmacy and pharmaceutical manufacturer focused on producing individualized (compounded) medications at scale. Founded to expand access to affordable, high-quality personalized therapies, Empower operates both 503A and FDA-registered 503B outsourcing facilities, including large sterile manufacturing sites built to current Good Manufacturing Practices and leveraging automation for scalability. The company touts nationwide licensure, high-volume dispensing (reports filling thousands of custom-compounded prescriptions daily), and a mission centered on quality, safety, service, and innovation in pharmaceutical care.

📋 Description

• Drive measurable customer outcomes by owning the complete post-sale lifecycle... • Serve as the single accountable owner for assigned customer relationships... • Develop, execute, and continuously refine customer success plans... • Build trusted relationships through proactive communication, consultative guidance... • Lead onboarding, education, and ongoing customer coaching... • Collaborate closely with Customer Service, Pharmacy Operations, Manufacturing... • Monitor customer adoption, utilization, engagement, adherence, and operational performance... • Capture customer feedback, operational observations, and engagement trends... • Continuously evaluate customer health indicators, engagement patterns... • Contribute to scalable operational excellence by documenting best practices...

🎯 Requirements

• 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.

🏖️ Benefits

• medical, dental, and vision coverage • paid time off • 401(k) matching • wellness perks • IV therapy • compounded medications