Customer Success Manager

About Empower Pharmacy

Empower Pharmacy is a healthcare company focused on expanding access to affordable, high-quality medicines for patients across the United States. It operates as a leading 503A compounding pharmacy and an FDA-registered 503B outsourcing facility, and has been recognized among Houston’s fastest-growing private companies, including a #116 ranking in Healthcare & Medical on the Inc. 5000 List for 2025.

The company’s work is guided by four core values: People, Quality, Service, and Innovation. Its integrated platform combines technology, operations, quality control, manufacturing, distribution, and customer experience to improve care for patients and providers nationwide. Empower also emphasizes employee growth, leadership, collaboration, and the chance to contribute to meaningful healthcare innovation at scale.

Role Overview

The Customer Success Manager owns the full post-sale journey for assigned 503A and 503B customer portfolios. The role is responsible for onboarding, adoption, retention, customer satisfaction, and renewal preparedness, while also supporting Empower’s broader growth goals. This position works across departments, turns customer feedback into improvements, and helps reduce operational risk in a regulated, fast-growing environment. It also uses AI-driven tools to improve prioritization, predict risk, strengthen engagement, and support data-informed decision-making.

Customer Lifecycle Management

• Take complete ownership of assigned customer accounts after the sale, including onboarding, enablement, adoption tracking, health monitoring, retention efforts, and renewal preparation. Use AI-based insights and automation to identify issues early and personalize customer engagement.
• Create and refine success plans that connect customer objectives with Empower’s therapies, services, and operating model. Use analytics to track milestones, surface risks, and recommend interventions that improve value realization and long-term retention.
• Develop strong customer relationships through proactive communication, consultative support, and responsive follow-through. Use customer intelligence and sentiment insights to understand needs, address concerns quickly, and support a service-led experience.

Customer Enablement and Operational Coordination

• Lead customer onboarding, education, and ongoing coaching so customers can use Empower’s therapies, products, and workflows safely, effectively, and in compliance with requirements.
• Work closely with Customer Service, Pharmacy Operations, Manufacturing, Fulfillment, Quality, Medical Affairs, Product Management, and Commercial teams to solve customer issues and improve service outcomes without taking over operational ownership.
• Track adoption, utilization, engagement, adherence, and performance using CRM, BI, and AI-enabled analytics tools. Turn findings into actions, maintain accurate documentation, and support reliable reporting.

Business Insights and Continuous Improvement

• Collect customer feedback, engagement patterns, and operational observations to identify improvements in products, services, processes, and the overall customer experience.
• Monitor customer health, engagement trends, performance signals, and compliance considerations to spot risks early and coordinate corrective action before they affect outcomes.
• Help standardize best practices, improve playbooks, document workflows, and support knowledge-sharing initiatives that strengthen efficiency and scalability across the Customer Success function.

Knowledge, Experience, and Qualifications

• Hands-on experience with Salesforce CRM, customer success platforms, Microsoft Excel, Tableau or Power BI, workflow automation, and AI-supported analytics tools.
• Strong understanding of customer lifecycle management, onboarding, enablement, health scoring, retention, renewal readiness, and risk management in regulated environments.
• Excellent communication, executive-level relationship management, planning, problem-solving, coaching, collaboration, and cross-functional leadership skills.
• Ability to use predictive analytics, automation, and AI-enabled decision support to improve efficiency, customer satisfaction, and overall performance.
• 2 to 5 years of experience 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.
• Experience with analytics, risk models, or AI-based tools is preferred.
• Experience coaching, training, and customer enablement is preferred, along with strong analytical and communication skills.
• Background in specialty pharmacy, compounding (503A/503B), healthcare SaaS, patient adherence programs, institutional workflows, or similar regulated settings is preferred.
• Familiarity with QBRs/EBRs and customer success tools such as Gainsight is desirable.
• Working knowledge of USP or other compounding standards for 503A/503B environments is desirable.
• HIPAA training is required at hire and annually.
• Certified Customer Success Manager (CCSM) or Lean/Six Sigma certification is preferred.

Key Competencies

• Customer-focused approach with the ability to build trust through practical solutions.
• Responsible use of AI and technology to support better decisions and better outcomes.
• Process improvement mindset with an ability to simplify work and improve efficiency.
• Strong partnership and collaboration skills.
• Resourceful problem-solving and effective use of available tools and support.
• Comfort working through complex issues and breaking them into manageable actions.
• High accountability and follow-through.
• Adaptability in changing priorities and conditions.
• Ability to communicate clearly with different audiences.

Values

• People: Empower and support others.
• Quality: Deliver excellent products consistently.
• Service: Put service to others first.
• Innovation: Advance care through technology and discovery.

Benefits

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

Physical Requirements

The position requires speaking and hearing, spending a large part of the day in a stationary seated position, frequent use of hands and fingers for computer and office-device work, regular movement around the office and corporate campus, and routine standing, walking, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling.