Location: US Remote

Posted: July 28, 2026

Req# 6275

Sales

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.
Responsibilities:

Customer Success Strategy

• Strategic Retention Leadership: 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.
• Customer Lifecycle Strategy: Establishes lifecycle frameworks for onboarding, adoption, engagement, issue resolution, renewal readiness, and long-term customer value realization, ensuring consistent execution and measurable outcomes.
• Risk and Growth Governance: 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.

Team Leadership & Development

• Organizational Leadership: Leads, develops, and scales Customer Success teams and leaders by setting clear expectations, operating rhythms, performance standards, and accountability mechanisms aligned with enterprise objectives.
• Performance Management: Owns customer success KPIs, retention metrics, service quality standards, productivity measures, and performance reporting to drive transparency, disciplined execution, and continuous improvement.
• Leadership Development: 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.

Operational Excellence

• Operating Model Design: Designs and continuously improves customer success processes, segmentation models, service standards, and governance routines that support consistency, scalability, and operational excellence.
• Process Optimization: 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.
• Data and Insights Leadership: Ensures accurate customer records, reporting consistency, dashboard adoption, and portfolio-level insights that enable data-driven decisions, compliance alignment, and proactive customer management.

Cross-Functional Collaboration

• Executive and Stakeholder Alignment: Partners with Sales, Operations, Quality, Compliance, Product, Technology, and executive leadership to align priorities, resolve systemic issues, and improve customer outcomes across the enterprise.
• Voice of the Customer: Translates customer feedback, escalation trends, satisfaction data, and operational insights into recommendations that influence process improvement, service design, product priorities, and strategic planning.
• Executive Reporting: 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.

Knowledge and Skills:

• 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.

Experience and Qualifications:

• 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.

Key Competencies:

• 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.

Values:

• People: Empowering people defines who we are.
• Quality: Excellence in every product, every time.
• Service: Serving others is our highest purpose.
• Innovation: Advancing care through technology and discovery.

Employee Benefits, Health, and Wellness:

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/
Physical Requirements:

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.