Director, Customer Success

Company Overview

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 Director, Customer Success provides strategic leadership for Empower’s customer success function, driving retention, customer health, operational scalability, and enterprise-level service excellence across expanding 503A and 503B operations. This role defines and executes customer success strategies, leads customer lifecycle management, owns executive escalation and retention governance, and partners cross-functionally to improve customer outcomes, service quality, and long-term business performance. Leveraging AI-enabled analytics, workflow automation, customer health scoring, and predictive insights, the Director strengthens proactive engagement, identifies risk and growth opportunities, and enables data-driven decision-making. Success requires executive presence, disciplined execution, strong people leadership, strategic thinking, and the ability to scale customer success capabilities in a highly regulated, hyper-growth healthcare environment.

Responsibilities

• Customer Success Strategy
  • Strategic Retention Leadership: Defines and leads enterprise customer success strategies that protect revenue, improve customer health, strengthen retention, and support scalable service delivery across Empower’s regulated 503A and 503B operations.
  • Customer Lifecycle Strategy: Establishes lifecycle frameworks for onboarding, adoption, engagement, issue resolution, renewal readiness, and long-term customer value realization, ensuring consistent execution and measurable outcomes.
  • Risk and Growth Governance: Builds proactive risk identification, escalation, and recovery processes using AI-enabled analytics, customer health indicators, and trend monitoring to reduce churn risk, improve service recovery, and identify growth opportunities.
• Team Leadership & Development
  • Organizational Leadership: Leads, develops, and scales Customer Success teams and leaders by setting clear expectations, operating rhythms, performance standards, and accountability mechanisms aligned with enterprise objectives.
  • Performance Management: Owns custom