Job DescriptionWhat You'll DoPurpose: Drive customer value, retention, and growth by serving as a strategic advisor and advocate for your assigned partners. As a
Customer Success Manager, you will champion customer outcomes by ensuring optimal adoption of EnlivenHealth solutions, enabling pharmacy partners to improve patient engagement, workflow efficiency, and revenue.
Key Responsibilities- Drive retention and expansion within assigned enterprise accounts by understanding partner goals and aligning solutions that help them achieve measurable business outcomes.
- Lead successful rollouts of EnlivenHealth solutions by partnering cross-functionally with Operations, Product, Marketing, Training, and other internal teams.
- Build deep, trusted relationships with pharmacy leaders-from store-level managers to Directors, VPs, and C-Suite stakeholders-understanding their strategic priorities and organizational needs.
- Maintain a steady communication cadence, sharing adoption insights, usage trends, customer sentiment, and opportunities for deeper engagement.
- Identify advocacy opportunities such as testimonials, case studies, and reference participation.
- Serve as the customer sponsor, coordinating internal support, ensuring timely resolution of issues, and escalating when needed to remove roadblocks.
- Provide the voice of the customer to influence product enhancements, roadmap discussions, and value messaging.
- Deliver compelling presentations including Quarterly Business Reviews, annual strategic account reviews, solution demonstrations, and site visits.
- Partner with Sales, IT, Finance, Support, and cross-functional teams to clarify requirements, set expectations, negotiate timelines, and drive accountability for customer deliverables.
- Achieve assigned goals for revenue retention, growth, referenceability, and strategic account planning.
Who You AreMinimum Qualifications- Associate degree or 3+ years of relevant Omnicell experience.
- 3+ years in Customer Success, Account Management, Relationship Management, or similar customer-facing roles.
- Experience managing large enterprise customers with complex operating environments.
- Strong communication skills and exceptional organization, attention to detail, and follow-through.
- Demonstrated ability to build trust, mitigate churn, and drive renewals and customer engagement.
- Ability to learn, understand, and communicate technical concepts and solution capabilities.
Preferred Qualifications- Bachelor's degree.
- 5+ years managing customer or account relationships in a SaaS environment.
- 2+ years working in retail pharmacy (store leadership or vendor management), preferably with patient engagement or communication solutions.
- Basic Salesforce proficiency.
- Strong analytical and problem-solving skills, including the ability to deliver ROI insights.
- Proven ability to manage multiple projects simultaneously while prioritizing effectively.
- Self-motivated, adaptable, and comfortable working in a fast-changing environment.
- Experience identifying new business opportunities and building relationships to deepen customer value.
How You'll Elevate at OmnicellSuccess at Omnicell is grounded in our Elevate Behaviors. As a
Customer Success Manager, you will:
- Collaborate - Partner closely with pharmacy leaders and internal cross-functional teams to drive aligned business outcomes.
- Inspire - Influence customer stakeholders, lead strategic conversations, and inspire confidence in EnlivenHealth solutions.
- Develop - Continuously grow your market, product, and technical expertise while supporting customer and team capabilities.
- Execute - Deliver operational excellence with clear priorities, ownership of outcomes, and consistent follow-through.
- Impact - Advocate for innovation, challenge the status quo, and proactively shape solutions that enhance customer experience and value.
Work Conditions- Remote (home office environment)
- Travel: ~15-20%
- Physical Requirements: Sitting, standing, walking, typing
