Customer Success Manager, EnlivenHealth
Reports to: Director, Customer Success
Department: Customer Success
Why Join Enliven Health?
Enliven Health, an Omnicell company is hiring for a Customer Success Manager to have a critical role in building lasting partnerships with enterprise customers and helping them realize greater value from their EnlivenHealth solutions.
This role is focused on existing customers, with responsibility for customer retention, adoption, relationship development, and identifying opportunities to expand solution use. You’ll work with enterprise accounts, including larger pharmacy chains, health systems, and buying groups, while partnering closely with Sales, Product, Engineering, Support, and other teams.
This is an opportunity for someone who enjoys being both a strategic customer partner and internal customer advocate, particularly as customers navigate product changes and migrations.
Compensation: 80,000 base earning + 70K variable incentives = $150,000k OTE
What You’ll Do
As a Customer Success Manager, you will:
- Own strategic relationships with enterprise customers, developing 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 impact renewal.
- Establish a regular customer engagement cadence, including weekly, monthly, quarterly, and annual conversations as appropriate, to review business priorities, adoption, existing issues, and opportunities.
- Serve as a consultative partner, helping customers understand how they can use their existing EnlivenHealth solutions more effectively and reviewing relevant reports and results.
- Identify opportunities for deeper solution adoption and expansion, partnering with Sales to develop strategies around potential upsell opportunities.
- Enable successful roll-out of solutions through collaboration with internal resources, including Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, and Sales.
- Represent the voice of the customer internally, ensuring Product and other teams understand customer requirements, challenges, and priorities.
- Act as the internal and external customer liaison, monitoring customer activity and escalating issues when they are not being addressed sufficiently.
- Research, develop, and communicate corrective actions needed to resolve customer problems, establish appropriate 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.
Who You Are
You are a relationship-oriented customer success professional who is comfortable working with complex enterprise customers and multiple internal stakeholders. You combine strong customer advocacy with commercial awareness, understanding that successful customer relationships should lead to adoption, retention, measurable value, and opportunities for growth.
You bring:
- 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.
- An empathetic, positive attitude and a desire to help customers achieve their goals.
Basic Qualifications
- Associate Degree or equivalent experience
- 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
Experience working in a pharmacy, pharmacy operations, or related pharmacy environment
Preferred Qualifications
- 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/departments.
- Ability to Identify new business opportunities and cultivate relationships to build trust and increase profit.
- Solid verbal, interpersonal and written communication skills with the ability to make management level presentations.
- Ability to Deliver and communicate ROI for our clients, throughout the customer lifecycle
- Demonstrated analytical, quantitative and problem-solving skills.
- Excellent proven organizational, time-management and multitasking skills.
- Ability to effectively prioritize, lead and manage multiple projects.
- Self-motivation, ability to work in teams and adapt to a fast paced and changing environment.
Work Conditions
- Remote (home office environment)
- Occasional Travel: 15-20% travel
#LI-MG2
- As Passionate Transformers, we find a better way to innovate relentlessly.
- Being Mission Driven, we consistently deliver on our promises.
- Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.
- Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
- Intellectually Curious, eager to think deeper to learn and improve.
- In Doing the Right Thing, we lead by example in ALL we do.