Customer Success Manager

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 throughout the customer journey, acting as a strategic partner and primary point of contact for escalations, issue resolution, and value demonstration.