Customer Success Manager

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025. Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country. At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions. If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together. 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, an