Customer Success Manager

Location: Remote - (United States), United States

Posted: May 13, 2025

Job Type: Full Time

Req# 4367

Sales

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

The Customer Success Manager strengthens provider relationships through exceptional service and detailed product knowledge, driving growth and client satisfaction. This role uses data insights and strategic communication to exceed performance goals while advancing Empower's mission of improving lives with affordable, innovative medications.

Duties And Responsibilities

• Maintains comprehensive product and compounding knowledge, staying current on new products and regulatory updates to ensure accurate and compliant customer interactions.
• Provides exceptional customer service, fostering strong relationships with assigned provider accounts and supporting their needs through proactive communication and problem-solving.
• Monitors and analyzes account sales metrics, updates Customer Relationship Management (CRM) profiles with precise data, and ensures effective execution of planned sales strategies.
• Executes high-volume communication campaigns, adheres to sales operating procedures, and maintains rigorous follow-up schedules to optimize customer engagement and satisfaction.
• Consistently meets or exceeds sales performance goals through data-driven strategies, fact-based communication, and alignment with best practices and company objectives.
  
  

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge And Skills

• Demonstrates exceptional interpersonal skills, critical thinking, and adaptability, with a proactive, results-driven approach to effectively interact with diverse customers, prioritize tasks, maintain accuracy, and collaborate in a dynamic environment.
• Possesses proficiency in Microsoft Office 365, familiarity with various account types including institutional and wellness clinics, and the ability to acquire detailed knowledge of pharmaceutical products, clinical treatments, and confidentiality practices.
  
  

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  
  

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.
  
  

Experience and Qualifications

• Minimum of 3 years of experience in customer success, account management, sales, or a related field and Customer Relationship Management (CRM) software required.
• High school diploma or equivalent required; bachelor's degree preferred.
  
  

Employee Benefits, Health, and Wellness

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/