Customer Success Manager, EnlivenHealth

Omnicell · Raleigh

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, and quarterly 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
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

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”  

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy. 

Our guiding principles inform everything we do: 

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.

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

Customer Success Manager The Customer Success Manager (CSM) position is responsible for expanding and developing long-term partnerships with their portfolio of assigned partners by connecting with key business stakeholders. Responsibilities are to provide value added solutions to the existing platforms, which will include add on solutions/upgrades or new solutions. The CSM will also be the critical contact for resolving issues with our current platform, leverage the great relationships to create a path to a solution. Day to day interaction can vary from store level pharmacy managers to chain directors and or VP’s. The CSM will work with partner C-Suite and VP’s in providing value-based results with our existing solutions through quarterly business reviews or annual account reviews.

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