Customer Success Manager, EnlivenHealth

Omnicell • Tampa, FL

2d • $66,362 - $150,000 • Remote

About The Position

Enliven Health, an Omnicell company, is hiring a Customer Success Manager to build lasting partnerships with enterprise customers and help them realize greater value from EnlivenHealth solutions. The role focuses on existing customers and is responsible for customer retention, adoption, relationship development, and identifying opportunities to expand solution use. Customers include larger pharmacy chains, health systems, and buying groups. The Customer Success Manager partners closely with Sales, Product, Engineering, Support, and other internal teams, serving as both a strategic customer partner and an internal customer advocate, particularly during product changes and migrations.

This role owns strategic customer relationships, drives engagement and renewal, helps customers use solutions effectively, and supports successful rollouts. It also works across internal teams to resolve customer issues, communicate corrective actions, and deliver on agreed timelines. The position is remote in a home office environment and involves occasional travel of 15–20%.

Requirements

• Associate degree or equivalent experience.
• At least 3 years in Customer Success, Relationship Management, Account Management, or a similar role.
• Experience working in a pharmacy, pharmacy operations, or a related pharmacy environment.
• Experience working with large enterprise customers.
• Exceptional communication skills and a highly organized, collaborative, and detail-oriented working style.
• Experience building and maintaining relationships while mitigating churn and driving engagement and renewals.
• Empathetic, positive attitude and desire to help customers achieve their goals.
• Ability to interact with and positively influence a diverse group of individuals and departments.
• Ability to identify new business opportunities and cultivate relationships to build trust and increase profit.
• Solid verbal, interpersonal, and written communication skills, including the ability to make management-level presentations.
• Ability to deliver and communicate ROI for clients throughout the customer lifecycle.
• Demonstrated analytical, quantitative, and problem-solving skills.
• Excellent organizational, time-management, and multitasking skills.
• Ability to effectively prioritize, lead, and manage multiple projects.
• Self-motivation, ability to work in teams, and ability to adapt to a fast-paced and changing environment.
• Willingness to travel occasionally, with travel estimated at 15–20%.
• Ability to complete a required drug screen.

Nice To Haves

• Bachelor’s degree.
• Five years of experience managing customer or account relationships in SaaS solutions.
• Two years of experience as a business manager in a retail pharmacy or health-system pharmacy, working with vendors providing communications and patient-centric solutions.
• Basic Salesforce knowledge.

Responsibilities

• Own strategic relationships with enterprise customers and build trusted partnerships with stakeholders ranging from pharmacy managers to directors, vice presidents, and C-suite executives.
• Drive customer retention and growth by understanding customer business needs, increasing engagement with EnlivenHealth solutions, and proactively identifying risks that could affect renewal.
• Establish regular customer engagement, including weekly, monthly, and quarterly conversations as appropriate, to review business priorities, adoption, issues, and opportunities.
• Serve as a consultative partner, helping customers use their existing solutions more effectively and reviewing relevant reports and results.
• Identify opportunities for deeper solution adoption and expansion, partnering with Sales on potential upsell strategies.
• Enable successful solution rollouts in collaboration with internal teams and resources, including Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, and Sales.
• Represent the voice of the customer internally.
• Act as an internal and external customer liaison, monitor customer activity, and escalate issues when they are not being addressed sufficiently.
• Research, develop, and communicate corrective actions to resolve customer problems, establish expectations across teams, negotiate timelines, and help ensure deadlines are achieved.
• Conduct customer presentations, demonstrations, corporate site visits, quarterly business reviews, and annual account reviews.
• Identify opportunities for customers to become advocates through testimonials, case studies, references, and other customer-success activities.
• Meet assigned goals for quota attainment, account strategy development, revenue retention and growth, and customer reference ability.
• Support efforts to deliver projected revenue and identify potential sales opportunities to expand use of EnlivenHealth solutions.

Benefits

• Medical, dental, and vision plans covering eligible US employees and dependents.
• Voluntary wellness and employee assistance programs.
• Life insurance.
• Disability plans.
• Retirement plans with matching.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree