Product Implementation & Customer Success Manager

The Customer Success & Product Adoption Manager is responsible for leading customer onboarding, product implementation and adoption initiatives to ensure customers achieve maximum value from our solutions.

This role acts as the bridge between customers and internal teams, driving successful deployments, improving customer experience, increasing adoption and supporting long-term retention and growth. Working cross-functionally with Product, Sales, Operations and Support teams, you will ensure a seamless customer journey from implementation through ongoing success.

Key Responsibilities

• Lead customer onboarding and product implementation projects, ensuring successful and timely deployment.
• Develop and execute customer success plans focused on adoption, engagement, retention and value realization.
• Partner with customers to define business objectives, success criteria and implementation requirements.
• Act as the primary point of contact during implementation and post-launch phases.
• Collaborate with Product, Sales, Technical and Support teams to resolve issues and improve customer outcomes.
• Monitor customer health metrics, adoption trends and satisfaction levels, proactively identifying risks and growth opportunities.
• Drive continuous improvement initiatives to enhance customer experience, implementation processes and operational efficiency.
• Provide coaching, guidance and support to team members while fostering a customer-centric culture.

What We're Looking For

Experience

• Experience in Customer Success, Product Implementation, Project Management, Consulting or Account Management.
• Proven track record managing customer onboarding and adoption programs.
• Experience working with cross-functional teams and multiple stakeholders.

Skills

• Strong customer relationship and stakeholder management skills.
• Project management and organizational capabilities.
• Analytical mindset with the ability to turn data into actionable insights.
• Excellent communication and presentation skills.
• Problem-solving and continuous improvement orientation.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Technology or a related field.
• Experience with CRM and Customer Success platforms.
• Project Management certification is a plus.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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