Customer Success Manager III (Remote)

Omnicell; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

Omnicell Remote is seeking a Customer Success Manager who partners with healthcare customers to drive satisfaction, retention, and growth. You will map customer goals to Omnicell solutions, guide adoption, and influence cross-functional teams to deliver measurable outcomes.

With 6+ years in customer-facing roles in healthcare technology, you will craft value-driven strategies, manage renewals, and present ROI through value meetings. This role offers a remote arrangement inside the United States.

Qualifications

• 6+ years in a customer-facing role driving operational improvements and supporting technology adoption in healthcare settings.
• Experience overseeing multiple client engagements simultaneously with strong prioritization and organizational skills.

Responsibilities

• Act as trusted advisor to assigned customers, building long-term relationships and delivering best-in-class customer experience.
• Leverage data-driven insights to present actionable recommendations during value meetings and demonstrate ROI.
• Lead escalation management with professionalism and urgency to balance customer advocacy with business needs.
• Coordinate resources across Sales, Support, Product Management, Professional Services and Training to drive product adoption.
• Assess and validate outcomes via health metrics and customer feedback sessions.
• Develop and implement Joint Success Plans with measurable goals aligned to customer objectives.
• Provide insights to cross-functional teams to inform product and service improvements.
• Link product value to customer KPIs and strategic goals; drive renewal processes for subscriptions.

Skills

Customer Success

Data-driven insights

Renewal management

Healthcare technology

Education

Diploma or equivalent experience in healthcare tech

Job description

Remote

Why Join Omnicell?

As a Customer Success Manager for Omnicell, you will be a strategic partner and trusted advisor to our customers, playing a pivotal role in aligning their goals with our solutions to drive measurable outcomes. You’ll be at the forefront of enhancing customer satisfaction, retention, and growth by developing tailored success strategies, solving complex challenges, and influencing cross-functional initiatives.

What You’ll Do

• 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.

Who You Are

Basic Qualifications:

• Diploma or, 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.

Preferred Qualifications:

• 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.

How You’ll Elevate at Omnicell

• 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.

Base Compensation: $100,000.00 to $130,000.00