Customer Success Manager, EnlivenHealth

Omnicell•Raleigh, NC

2d•Remote

About The Position

EnlivenHealth, 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 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 a strategic customer partner and internal customer advocate, particularly as customers navigate product changes and migrations. The role owns strategic customer relationships, drives engagement and renewals, helps customers use their solutions effectively, and coordinates internal resources to resolve problems and support successful rollouts. It also includes customer presentations, demonstrations, site visits, business reviews, customer advocacy activities, and meeting goals for quota attainment, account strategy, revenue retention and growth, and customer references. Compensation is listed as an $80,000 base plus $70,000 in variable incentives, for $150,000 OTE. The position is remote in a home office environment and requires 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 a 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 adaptability in a fast-paced and changing environment.

Nice To Haves

Bachelor’s degree.
5 years’ experience managing customer or account relationships in SaaS solutions.
2 years’ 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 an appropriate cadence of weekly, monthly, and quarterly customer conversations to review business priorities, adoption, issues, and opportunities.
Serve as a consultative partner, helping customers use their existing EnlivenHealth 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 by collaborating with internal Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, and Sales resources.
Represent the voice of the customer internally and act as an internal and external customer liaison, monitoring activity and escalating 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.