Director, Customer Success

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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

• Provide strategic leadership for Empower’s customer success function • Drive retention, customer health, operational scalability, and enterprise-level service excellence across expanding 503A and 503B operations • Define and execute customer success strategies • Lead customer lifecycle management • Own executive escalation and retention governance • Partner cross-functionally to improve customer outcomes, service quality, and long-term business performance • Strengthen proactive engagement with AI-enabled analytics • Identify risk and growth opportunities • Enable data-driven decision-making

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations, Healthcare Management, Communications, or a related discipline required; advanced degree preferred. • Minimum of eight years of progressive experience in customer success, account management, customer experience, operations, or service leadership within healthcare, technology, pharmaceutical, life sciences, or similarly regulated environments preferred. • Minimum of four years of people leadership experience, including experience leading customer success teams, managers, retention initiatives, escalation management, or customer lifecycle operations, strongly preferred. • Experience designing customer success operating models, customer health frameworks, executive business review processes, service quality metrics, and scalable engagement strategies preferred. • Experience utilizing CRM systems, AI-enabled customer analytics platforms, workflow automation technologies, forecasting tools, and executive reporting dashboards preferred. • Demonstrated ability to influence senior leaders, lead cross-functional initiatives, solve complex customer and operational challenges, and adapt rapidly within hyper-growth operational environments.

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • 401(k) matching • Wellness perks • IV therapy • Compounded medications