Customer Experience Account Manager

About the role

Plenful is hiring a Customer Experience Account Manager to join our growing Customer Experience team. You'll work closely with our Head of Customer Experience to shape how we handle implementation, support, retention, and expansion — with enough scope to touch nearly every part of the company along the way. You'll partner across technical, commercial, and executive teams, and grow with the role as the company scales.

Responsibilities

• Maintain account health indicators and run usage and ROI analysis.
• Lead business reviews and visit customers on-site.
• Serve as the primary point of contact starting at implementation kickoff.
• Build relationships that last.
• Oversee customer implementations for new use cases and work closely with our technical team on back-end configuration.
• Spot and pursue contract expansion by understanding customer needs and matching them to what Plenful offers.
• Set the standard for clear, responsive, professional customer interactions, and improve how we communicate internally about customers.
• Lead data-driven analysis that helps us serve customers better and scale our processes.

Requirements

• 3+ years of experience in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field — ideally in SaaS or healthcare technology.
• Experience managing customer relationships, driving adoption, hitting retention goals, and growing accounts.
• Proficiency in CRM and customer success platforms like Salesforce.
• Ability to read data and turn it into ROI numbers, decisions, and recommendations.
• Experience running projects across multiple stakeholders and meeting deadlines.
• Clear communication skills and ability to influence stakeholders at all levels.
• A customer-first mindset when solving unstructured problems.
• Organizational skills to manage multiple accounts and prioritize independently.
• Genuine interest in healthcare and a desire to make the industry work better.
• Comfortable working in a fast-paced, still-being-built environment and traveling up to 25% of the time.

Qualifications

• BA/BS degree preferred.
• Familiarity with healthcare regulation (HIPAA, 340B, Prior Auth) is a plus.