Customer Success Manager

Omnicell is committed to transforming pharmacy care through outcomes-centric innovation. As a Customer Success Manager, you will drive customer value, retention, and growth by serving as a strategic advisor and advocate for your assigned partners, ensuring optimal adoption of EnlivenHealth solutions to improve patient engagement and workflow efficiency.

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, reference ability, and strategic account planning

Requirements:

• 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
• 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