Customer Success Manager – Strategic Accounts

Purple Squirrel Enterprises has been supporting startups and global firms through growth, change, and expansion for 19+ years. We provide flexible HR and recruiting solutions that allow leaders to focus on strategy while we handle people operations. We are exclusively engaged by a high-growth health technology company to identify and hire exceptional talent for this role. As your dedicated recruiting partner, we are embedded with their leadership team and will advocate for you from first conversation through offer.

About Our Client

Our client is a mission-driven health technology company on a high-growth trajectory. They build integrated software and technology solutions that help care organizations deliver safer, more consistent, and more compliant services to the populations they serve. Their work sits at the intersection of technology, operations, and human care, solving problems with real consequences for real people.

They serve a growing network of specialized care providers across the United States—including intellectual and developmental disabilities (IDD) providers, assisted living operators, and behavioral health programs—helping organizations replace fragmented, manual workflows with technology-guided processes that reduce errors, improve compliance, and give care teams greater confidence.

This is a remote-first, high-growth company with a lean, high-performing team. They move fast, hold themselves to high standards, and are deeply committed to their mission. The company was built around a cause that is both personal and urgent, reflected in how they operate, who they hire, and what they build.

About the Role

The Customer Success Manager – Strategic Accounts is a high-impact, high-visibility role on the Customer Experience team. As a dedicated individual contributor, you will focus entirely on a single strategic partner: a multi-state umbrella organization spanning multiple provider organizations. You will serve as the primary point of contact across the full customer lifecycle, owning the relationship, leading a complex multi-phase implementation, driving deep product adoption, and ensuring measurable outcomes.

This is not a portfolio role—you will be solely responsible for one strategic account, managing every aspect of the relationship, implementation, and commercial outcome. Travel of 25–40% to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development.

Responsibilities

• Customer Success & Relationship Management
  • Serve as the dedicated primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services.
  • Manage relationships at every level of the customer organization—from executive sponsors and program leadership to department leads, site administrators, and end-user staff.
  • Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
  • Own the commercial health of the account, including renewal, upsell, and expansion opportunities across the umbrella organization and its member providers.
  • Monitor and drive customer success outcomes, including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions.
• Implementation Ownership
  • Serve as the primary owner of the rollout, including multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders.
  • Plan and sequence site-by-site rollouts and go-live events across provider locations and states.
  • Oversee platform configuration and customization across multiple sites and user groups.
  • Conduct quality assurance (QA) and go-live readiness validation per site.
  • Provide training, onboarding, and adoption support for end users across all provider sites.
  • Lead post-launch stabilization, ongoing optimization, and continued support.
• Strategic Contribution
  • Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team.
  • Collaborate closely with product and integrations teams to advocate for customer needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases.
  • Document interactions, feature requests, and customer feedback to inform roadmap and product development.
  • Represent Customer Success in executive-level engagements and strategic initiatives.

Requirements

• 7+ years of experience in Customer Success, Strategic Account Management, or an equivalent customer-facing role—preferably within a healthcare-focused SaaS environment.
• Demonstrated success serving as a dedicated CSM or account owner for a single high-value, high-complexity strategic customer, including navigating multi-stakeholder organizations, multi-site deployments, or multi-entity umbrella structures.
• Exceptional project management skills with demonstrated ability to plan, execute, and track complex, multi-phase implementations across multiple sites and stakeholder groups.
• Exceptional communication and executive presence—experience engaging C-level and senior leadership, with the ability to adapt style across frontline staff, site administrators, and executive audiences.
• Ability to operate at both the strategic and tactical levels—owning executive relationships and long-horizon planning while also rolling up your sleeves for day-to-day implementation details.
• Comfort with customer success tools and platforms (e.g., HubSpot, Jira, Confluence, or similar).
• Ability and willingness to travel 25–40% to customer sites across multiple states (frequency varies by implementation phase).

Preferred Qualifications

• Healthcare industry knowledge—familiarity with HIPAA, DEA regulations, or electronic medical records (e.g., Epic, Cerner, Meditech).
• Experience with SaaS platforms in care settings (IDD, assisted living, behavioral health).
• PMP certification or equivalent formal project management training.
• Experience supporting or leading implementations across multi-entity or umbrella-structured organizations.

Benefits

• Compensation: $85,000 – $100,000 base salary (commensurate with experience).
• Medical: CareFirst BlueCross BlueShield—100% company-paid individual premiums (base HSA plan); dependent coverage available.
• Dental & Vision: CareFirst—available at employee cost.
• Company-paid: Life & AD&D, Short-Term Disability, Long-Term Disability.
• Virtual Care: CloseKnit—24/7 primary care + mental health, no additional cost.
• Retirement: 401(k) retirement plan.
• Lifestyle Spending Account: $50/month, paid quarterly.
• Perks: Birthday stipend, work anniversary stipend, company swag store.
• PTO: Flexible, no hard cap—manager approval required.
• Professional development and learning opportunities.
• Mission-driven culture—your work directly impacts lives.