Customer Success Manager III (Remote)

Omnicell Specialty Pharmacy Services is a healthcare technology company focused on transforming pharmacy care through innovative solutions. The Customer Success Manager III serves as a strategic advisor to customers, driving satisfaction, retention, adoption, renewals, and measurable outcomes through success planning, data analysis, escalation management, and cross-functional collaboration.

Responsibilities:

• Serve as a trusted advisor to assigned customers by building strong, long-term relationships and developing a deep understanding of their business needs to deliver a best-in-class customer experience
• Leverage data-driven insights to craft and present compelling, actionable recommendations during regular value meetings, highlighting areas for improvement and reinforcing the value of Omnicell’s solutions
• Lead escalation management processes with professionalism and urgency, ensuring accountability across all parties while maintaining a balance between customer advocacy and business needs
• Act as a strategic liaison between customers and internal teams (including Sales, Support, Product Management, Professional Services, and Training) to coordinate resources and remove obstacles to product adoption
• Continuously assess and validate customer outcomes through direct conversations, analysis of customer health metrics, and structured success feedback sessions
• Develop and implement Joint Success Plans with customers, defining measurable goals that support their strategic objectives
• Provide critical insights and field experience to cross-functional teams (e.g., Product, Engineering, Customer Success) to inform decisions and drive impactful customer outcomes
• Display strong business acumen with a consultative approach; capable of linking product value to customer KPIs and strategic goals
• Develop and implement renewal processes to ensure customer satisfaction with subscription-based services
• Demonstrated ability to deliver compelling customer testimonials with significant business impact displaying trust partner status
• Strong executive presence with the ability to build trust and credibility in high-stakes conversations
• Collaborate – Foster strong partnerships, share insights, and champion the customer voice to drive satisfaction, product adoption, and long-term success
• Inspire – Positively influence and empower those around you to foster a high-performing, inclusive culture built on collaboration and mutual support
• Develop – Continuously invest in your growth to become the best Customer Success Manager you can be—actively seeking feedback, learning new strategies, and refining your skills to better serve customers, support your team, and drive long-term value
• Execute – Drive execution with precision and accountability—translating customer goals into actionable plans, managing deliverables across teams, and ensuring timely, high-impact outcomes that enhance customer satisfaction and retention
• Impact – Act independently and make sound decisions that enhance customer relationships and contribute to future product growth and sales opportunities

Requirements:

• Bachelor's degree, or in lieu of a degree, equivalent experience in healthcare technology, clinical support, or pharmacy operations will be considered
• At least 6 years in a customer-facing role driving operational improvements and supporting adoption of technology in complex healthcare settings
• Proven track record of overseeing multiple client engagements simultaneously, with strong prioritization and organizational skills to ensure timely and effective outcomes
• Deep understanding of Omnicell products and pharmacy workflows
• Strong project management skills with the ability to prioritize multiple initiatives in a fast-paced setting
• Extensive experience in issue resolution, including escalation management and navigating challenging conversations
• Experience using data insights to articulate value propositions and optimize product performance for clients
• Ability to identify opportunities and drive growth within a customer base