Director, Customer Success

About Empower Pharmacy

Empower Pharmacy is a pioneering healthcare organization committed to delivering high-quality, affordable medications to millions across the country. Recognized as the leading FDA-registered 503B outsourcing facility and the top 503A compounding pharmacy nationwide, the company is reshaping personalized medicine and pharmaceutical manufacturing. Recently acknowledged among Houston's fastest-growing private firms and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025, Empower Pharmacy is driven by its core values: People, Quality, Service, and Innovation.

These guiding principles fuel a comprehensive healthcare platform enabled by technology and operational excellence, focusing on improving outcomes for patients and providers. Joining this mission-driven company means participating in a culture of bold innovation, growth, and meaningful impact.

Role Overview

The Director of Customer Success leads Empower's customer success initiatives, focusing on retention, customer health, scalable operations, and service excellence through both 503A and 503B sectors. This strategic leader crafts and implements customer success policies, oversees the customer journey, manages executive escalations, and collaborates cross-functionally to enhance customer experience and business results by utilizing AI-driven analytics and automation.

Core Responsibilities

• Develop enterprise-wide customer success strategies to protect revenue, enhance customer wellbeing, and ensure scalable service delivery within heavily regulated environments.
• Establish robust customer lifecycle management processes encompassing onboarding, adoption, engagement, issue resolution, renewal, and value realization.
• Implement proactive risk identification and growth opportunity frameworks using AI-based analytics and customer health metrics to reduce churn and improve service recovery.
• Lead and expand Customer Success teams by setting clear goals, performance expectations, and accountability aligned with organizational objectives.
• Manage key performance indicators and retention metrics to foster transparency and continuous improvement.
• Cultivate a culture centered on customer advocacy, accountability, learning agility, and effective use of AI technologies for decision-making.
• Design and refine operational processes, segmentation models, and governance practices to ensure consistency and efficiency.
• Collaborate with stakeholders to identify operational inefficiencies and implement automation and process enhancements.
• Ensure data accuracy and consistent reporting to enable informed, compliant, and proactive customer management.
• Partner with sales, operations, quality, compliance, product, technology, and leadership teams to align priorities and resolve systemic challenges affecting customers.
• Translate customer insights and feedback into actionable recommendations impacting process improvement, service design, and strategic planning.
• Deliver executive-level reports highlighting retention, customer health, risks, and operational trends supported by AI-enabled dashboards and forecasting tools.

Knowledge and Skills

• In-depth experience with customer success strategies, retention management, lifecycle design, executive escalation, and service operations in fast-paced, regulated industries.
• Expertise with CRM systems, AI-based customer health scoring, workflow automation, operational dashboards, and forecasting mechanisms for scalable execution.
• Proven leadership abilities managing teams and influencing senior stakeholders to improve customer satisfaction and operational outcomes.

Experience and Education

• Bachelor’s degree in Business Administration, Operations, Healthcare Management, Communications, or related fields is required; advanced degrees preferred.
• At least 8 years of progressive experience in customer success, account management, or service leadership in healthcare, pharmaceutical, technology, or similar regulated sectors preferred.
• A minimum of 4 years leading customer success teams or related leadership roles with responsibility for retention, escalation, or lifecycle operations is strongly preferred.
• Experience in designing operating models, customer health frameworks, service quality metrics, and scalable engagement strategies is advantageous.
• Familiarity with CRM, AI analytics platforms, automation tools, forecasting, and executive reporting systems is preferred.
• Strong capabilities to drive cross-functional initiatives, resolve complex challenges, and quickly adapt within hyper-growth environments.

Core Competencies

• Customer-centric approach fostering trust and advocacy.
• Strategic and responsible AI adoption and utilization.
• Continuous improvement mindset driving process optimization.
• Effective collaboration and partnership to meet shared objectives.
• Resourcefulness in acquiring and deploying necessary resources.
• Simplification and problem solving of complex operational challenges.
• Accountability and reliability in delivering commitments.
• Flexibility to adjust strategies based on situational needs.
• Clear and audience-appropriate communication skills.

Company Values

• Empowering personnel as a foundational identity.
• Commitment to quality and excellence consistently.
• Service to others as the highest priority.
• Driving innovation through technology and discovery.

Employee Benefits and Wellness

The company provides comprehensive benefits including medical, dental, vision coverage, paid leave, 401(k) matching, wellness programs, IV therapy, and compounded medications.

Physical Requirements

The role requires regular communication, prolonged stationary positioning, frequent use of hands for data input, movement around office and campus, as well as physical activities such as standing, walking, reaching, climbing, and crouching.