What are the responsibilities and job description for the Customer Success Manager position at Omnicell?
Why Join Omnicell?
At Omnicell, you’ll have the opportunity to make a direct impact on how pharmacies and health systems deliver patient centered care. As a Customer Success Manager, you’ll build trusted relationships with large enterprise partners, help them maximize value from EnlivenHealth’s solutions, and influence outcomes that support safer, smarter medication management. You’ll collaborate across Product, Operations, Marketing, IT, and Technical Support while partnering directly with senior pharmacy and retail leaders. If you thrive in a fast paced, customer driven environment where your expertise shapes stronger patient engagement and business results, this is the role for you.
What You’ll Do
Purpose: Drive customer value, retention, and growth by serving as a strategic advisor and advocate for your assigned partners. As a Customer Success Manager, you will champion customer outcomes by ensuring optimal adoption of EnlivenHealth solutions, enabling pharmacy partners to improve patient engagement, workflow efficiency, and revenue.
Key Responsibilities
Minimum Qualifications
Success at Omnicell is grounded in our Elevate Behaviors. As a Customer Success Manager, you will:
At Omnicell, you’ll have the opportunity to make a direct impact on how pharmacies and health systems deliver patient centered care. As a Customer Success Manager, you’ll build trusted relationships with large enterprise partners, help them maximize value from EnlivenHealth’s solutions, and influence outcomes that support safer, smarter medication management. You’ll collaborate across Product, Operations, Marketing, IT, and Technical Support while partnering directly with senior pharmacy and retail leaders. If you thrive in a fast paced, customer driven environment where your expertise shapes stronger patient engagement and business results, this is the role for you.
What You’ll Do
Purpose: Drive customer value, retention, and growth by serving as a strategic advisor and advocate for your assigned partners. As a Customer Success Manager, you will champion customer outcomes by ensuring optimal adoption of EnlivenHealth solutions, enabling pharmacy partners to improve patient engagement, workflow efficiency, and revenue.
Key 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.
Minimum Qualifications
- 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.
Success at Omnicell is grounded in our Elevate Behaviors. As a Customer Success Manager, you will:
- Collaborate – Partner closely with pharmacy leaders and internal cross functional teams to drive aligned business outcomes.
- Inspire – Influence customer stakeholders, lead strategic conversations, and inspire confidence in EnlivenHealth solutions.
- Develop – Continuously grow your market, product, and technical expertise while supporting customer and team capabilities.
- Execute – Deliver operational excellence with clear priorities, ownership of outcomes, and consistent follow through.
- Impact – Advocate for innovation, challenge the status quo, and proactively shape solutions that enhance customer experience and value.
- Remote (home office environment)
- Travel: ~15–20%
- Physical Requirements: Sitting, standing, walking, typing