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Empower Pharmacy · 7 hours ago

Director, Customer Success

United States

Full-time

Remote

Lead/Staff, Director/Executive

5+ years exp

Empower Pharmacy is focused on creating an efficient and provider-friendly experience in compounding pharmacy. The Director of Customer Success will lead efforts to ensure seamless coordination between clinics, pharmacy operations, and patients, optimizing the entire prescription process from click to doorstep.

Health CarePharmaceutical

Responsibilities

Lead and develop the Customer Success organization, including Bill Clinic and Bill Patient teams, to deliver a frictionless and exceptional customer journey

Define and execute Empower’s Customer Success strategy, focused on same-day responsiveness, order accuracy, and clinic retention

Build playbooks, processes, and dashboards that measure every stage of the customer lifecycle — from new clinic onboarding to ongoing service and renewal

Collaborate cross-functionally with Sales, Operations, Medical Affairs, and IT to ensure alignment and accountability throughout the “click-to-doorstep” workflow

Establish Empower’s Customer Success culture of ownership, responsiveness, and proactive problem-solving, empowering teams to act quickly on behalf of customers

Take end-to-end ownership of the prescription journey, ensuring the time from “provider click” to “patient doorstep” is continually reduced without sacrificing compliance or quality

Partner with internal teams to identify and remove workflow bottlenecks — from EMR/EHR transmission, verification, and compounding, to shipping and delivery

Design and implement data-driven process improvements that shorten turnaround times, improve fill rates, and elevate customer confidence

Develop metrics to measure the order efficiency cycle, analyzing trends and creating accountability among internal stakeholders for service speed and reliability

Work directly with clinics and internal teams to make the act of prescribing through Empower as simple and intuitive as possible, optimizing ordering systems and training materials

Lead Empower’s new clinic onboarding program, ensuring a seamless transition from sales handoff to active prescribing

Identify and document each clinic’s systems, workflows, EMR/EHR integrations, and support needs to tailor onboarding for maximum convenience

Coordinate training for clinic staff on Empower’s ordering processes, portal usage, and communication channels to minimize learning curves

Collaborate with IT and Operations to ensure technology, ordering pathways, and logistics systems are integrated and tested prior to launch

Monitor onboarding progress and establish measurable benchmarks to confirm each clinic achieves operational readiness and satisfaction within the first 30 days

Implement and maintain Empower’s Customer Categorization Framework, classifying clinics by model, billing type, and service needs to ensure targeted support

Work closely with Salesforce and Market Intelligence teams to ensure data accuracy and visibility across all accounts

Use categorization insights to align resources, customize communication cadence, and proactively manage high-growth or at-risk accounts

Oversee the Customer Success and Service teams to ensure responsiveness, empathy, and precision in every customer interaction

Build customer experience standards that emphasize same-day replies, accurate communication, and proactive issue resolution

Partner with Medical Affairs and Account Management to route clinical or product inquiries appropriately and ensure timely resolution

Monitor customer feedback, NPS, and service metrics to identify areas of improvement and execute continuous improvement initiatives

Develop retention strategies that reinforce Empower’s value as a pharmacy partner focused on reliability, innovation, and ease of prescribing

Ensure CRM (Salesforce) and reporting systems are structured to capture every key customer activity and operational milestone

Build dashboards and reporting structures that measure onboarding completion, retention, resolution times, and “click-to-doorstep” efficiency metrics

Translate qualitative feedback and field intelligence into structured data to guide executive decision-making

Work with leadership to define quarterly performance goals and implement continuous improvement initiatives across service operations

Partner with Sales and Account Management to align Customer Success with strategic account growth and relationship retention

Collaborate with Pharmacy Operations to coordinate proactive communication on order status, supply chain issues, or USP changes

Work with Medical Affairs to ensure educational and clinical guidance needs from clinics are met effectively

Serve as the operational voice of the customer in internal meetings, advocating for system-level improvements that directly enhance clinic and patient convenience

Qualification

Compounding pharmacy operationsSalesforce CRMEMR/EHR integrationsCustomer analyticsTelemedicine ordering platformsAnalytical skillsOperational excellenceEmpathyLeadership skillsCommunication skills

Required

Bachelor's degree required

5–10 years of progressive leadership experience in compounding pharmacy operations, customer success, or account management

Proven record of building and managing service operations that directly support cash-pay, integrative, and HRT clinics

Deep understanding of clinic workflow, EMR/EHR systems, and prescription ordering operations — with the ability to identify improvements that increase ordering convenience and efficiency

Demonstrated experience in driving measurable performance improvements in order turnaround time, retention, and customer satisfaction

Proficiency with Salesforce CRM, customer analytics, and service dashboards

Familiarity with pharmacy management systems, EMR/EHR integrations, and telemedicine ordering platforms

Strong leadership, analytical, and communication skills

Passion for operational excellence and data-driven decision-making

Deep empathy for both providers and patients — understanding that efficiency, transparency, and accuracy directly impact care quality