Customer Success Manager, EnlivenHealth

Omnicell•Raleigh, NC

2d•$80,000 - $150,000•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 customer retention, adoption, relationship development, and identifying opportunities to expand solution use. The manager works with enterprise accounts, including pharmacy chains, health systems, and buying groups, in close partnership with Sales, Product, Engineering, Support, and other teams. The position combines strategic customer partnership and internal customer advocacy, including helping customers navigate product changes and migrations. The role is remote in a home-office environment, with occasional travel of 15–20%. Compensation is listed as $80,000 base plus $70,000 variable incentives, for $150,000 OTE. Omnicell describes its mission as transforming pharmacy care through outcomes-centric innovation and its guiding promise as “Outcomes. Defined and Delivered.” The company states that its ESG efforts include fostering inclusion and belonging, supporting learning and well-being, and reducing its environmental footprint through sustainable operations and responsible business practices.

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.
Strong 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.

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.
Support efforts to deliver projected revenue and identify potential sales opportunities to expand use of EnlivenHealth solutions.
Basic Salesforce knowledge.
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.
Strong verbal, interpersonal, and written communication skills, including 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.
Strong 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.

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 renewal risks.
Establish an appropriate customer engagement cadence to review business priorities, adoption, issues, and opportunities.
Serve as a consultative partner, helping customers use existing EnlivenHealth solutions more effectively and reviewing relevant reports and results.
Identify opportunities for deeper solution adoption and expansion, and partner with Sales on potential upsell strategies.
Enable successful solution roll-outs in collaboration with internal teams, including Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, and Sales.
Represent the voice of the customer internally and communicate customer requirements, challenges, and priorities to Product and other teams.
Act as an internal and external customer liaison, monitor customer activity, and escalate issues that are not being addressed sufficiently.
Research, develop, and communicate corrective actions to resolve customer problems; establish expectations, negotiate timelines, and help ensure deadlines are met.
Conduct customer presentations, demonstrations, corporate site visits, quarterly business reviews, and annual account reviews.
Identify opportunities for customers to participate in testimonials, case studies, references, and other customer advocacy activities.
Meet assigned goals for quota attainment, account strategy development, revenue retention and growth, and customer reference ability.