Director, Customer Success

Empower Pharmacy

3d•Onsite

About The Position

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.

Requirements

Advanced expertise in customer success strategy, retention management, customer lifecycle design, executive escalation governance, service operations, and customer experience improvement within fast-paced, regulated, or high-growth environments.
Strong proficiency with CRM platforms, customer health scoring, AI-enabled analytics, workflow automation, operational dashboards, forecasting tools, and reporting frameworks that support scalable customer success execution.
Demonstrated ability to lead leaders and teams, influence senior stakeholders, manage complex customer escalations, drive cross-functional accountability, and deliver measurable improvements in retention, satisfaction, productivity, and service quality.
Bachelor’s degree in Business Administration, Operations, Healthcare Management, Communications, or a related discipline required; advanced degree preferred.
Minimum of eight years of progressive experience in customer success, account management, customer experience, operations, or service leadership within healthcare, technology, pharmaceutical, life sciences, or similarly regulated environments preferred.
Minimum of four years of people leadership experience, including experience leading customer success teams, managers, retention initiatives, escalation management, or customer lifecycle operations, strongly preferred.
Experience designing customer success operating models, customer health frameworks, executive business review processes, service quality metrics, and scalable engagement strategies preferred.
Experience utilizing CRM systems, AI-enabled customer analytics platforms, workflow automation technologies, forecasting tools, and executive reporting dashboards preferred.
Demonstrated ability to influence senior leaders, lead cross-functional initiatives, solve complex customer and operational challenges, and adapt rapidly within hyper-growth operational environments.
Customer Focus: Builds trust through customer-centric solutions.
Strategic AI: Guides responsible AI adoption and adaptation.
Optimizes Work Processes: Drives efficiency with continuous improvement.
Collaborates: Partners effectively to achieve shared goals.
Resourcefulness: Secures and deploys resources efficiently.
Manages Complexity: Simplifies and solves complex challenges.
Ensures Accountability: Delivers on commitments with integrity.
Situational Adaptability: Adjusts approach to shifting conditions.
Communicates Effectively: Tailors messages to diverse audiences.

Nice To Haves

advanced degree preferred
healthcare, technology, pharmaceutical, life sciences, or similarly regulated environments preferred
experience leading customer success teams, managers, retention initiatives, escalation management, or customer lifecycle operations, strongly preferred
Experience designing customer success operating models, customer health frameworks, executive business review processes, service quality metrics, and scalable engagement strategies preferred.
Experience utilizing CRM systems, AI-enabled customer analytics platforms, workflow automation technologies, forecasting tools, and executive reporting dashboards preferred.

Responsibilities

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.
Establishes lifecycle frameworks for onboarding, adoption, engagement, issue resolution, renewal readiness, and long-term customer value realization, ensuring consistent execution and measurable outcomes.
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.
Leads, develops, and scales Customer Success teams and leaders by setting clear expectations, operating rhythms, performance standards, and accountability mechanisms aligned with enterprise objectives.
Owns customer success KPIs, retention metrics, service quality standards, productivity measures, and performance reporting to drive transparency, disciplined execution, and continuous improvement.
Builds a high-performance culture focused on customer advocacy, accountability, learning agility, coaching, and responsible use of AI-enabled tools to improve decision-making and team effectiveness.
Designs and continuously improves customer success processes, segmentation models, service standards, and governance routines that support consistency, scalability, and operational excellence.
Identifies workflow gaps, customer friction points, and operational inefficiencies; partners with stakeholders to implement automation, reporting, and process improvements that increase speed, quality, and reliability.
Ensures accurate customer records, reporting consistency, dashboard adoption, and portfolio-level insights that enable data-driven decisions, compliance alignment, and proactive customer management.
Partners with Sales, Operations, Quality, Compliance, Product, Technology, and executive leadership to align priorities, resolve systemic issues, and improve customer outcomes across the enterprise.
Translates customer feedback, escalation trends, satisfaction data, and operational insights into recommendations that influence process improvement, service design, product priorities, and strategic planning.
Provides leadership with clear reporting on retention performance, customer health, risks, operational trends, and recommended actions using AI-enabled dashboards, forecasting tools, and portfolio analysis.