Engagement Manager, Customer Success & Account Growth
About the role
We are looking for a customer-focused, commercially minded Engagement Manager to own the full lifecycle of customer success and account growth. This role is ideal for someone who has experience in sales, account management, customer success, or consulting and enjoys building trusted customer relationships, identifying expansion opportunities, and helping customers realize clear ROI.
Responsibilities
Partner closely with our Account Executives to ensure pilots are well-scoped, implementations run smoothly, onboarding is seamless, and long-term relationships grow into meaningful expansions.
Serve as a primary customer-facing point of contact after initial sale, building strong relationships with executive sponsors, operational leads, and day-to-day users.
Define success criteria, align stakeholders, track progress, and help convert successful pilots into broader adoption.
Lead end-to-end implementation, coordinating with internal teams to ensure workflows, integrations, training, and launch milestones are delivered on time.
Develop a deep understanding of each customer's goals, workflows, and pain points, proactively identifying opportunities for expansion, upsell, cross-sell, and deeper account penetration.
Drive adoption, satisfaction, and retention across customer accounts, monitoring engagement, identifying risks early, and working cross-functionally to resolve issues quickly.
Regularly meet with customers to review performance metrics, ROI, operational impact, and evolving priorities, using these conversations to reinforce value and uncover growth opportunities.
Work closely with Account Executives and the broader go-to-market team to support renewals, expansions, vendor reviews, contracting processes, and customer strategy.
Build high-trust customer relationships that lead to testimonials, referrals, case studies, and long-term partnerships.
Act as the voice of the customer internally, surfacing customer needs, product feedback, workflow gaps, and opportunities to improve the customer experience.
Requirements
3-6 years of experience in sales, account management, customer success, engagement management, consulting, or another customer-facing role.
Experience managing customer relationships, commercial conversations, or account growth opportunities.
Strong project management skills, with the ability to manage multiple customer launches, timelines, and stakeholders at once.
Comfort working with customers to understand business needs, communicate value, and guide them toward successful outcomes.
Experience identifying upsell, cross-sell, renewal, or expansion opportunities.
Excellent communication and relationship-building skills, with a consultative and customer-first approach.
Data-driven mindset, with the ability to present ROI, performance metrics, and operational outcomes clearly to customers.
Comfort with ambiguity and fast-moving environments; proactive, organized, and solutions-oriented.
Preferred Experience
Experience in healthcare SaaS, health information management, clinical research, care delivery, or healthcare operations.
Experience navigating vendor review, procurement, contracting, or enterprise buying processes.
Experience being an early member of a team and helping test, build, and improve customer playbooks.
2-4 years of consulting experience, preferred but not required.
Benefits
You'll be a foundational member of a high-growth, high-impact team.
You'll work with a differentiated service with real-world traction and clear ROI.
Your work will directly influence patient access to cutting-edge research and care.
You'll help shape our customer success, account management, and go-to-market motion from the ground up.
You'll have meaningful ownership across customer relationships, growth strategy, and company trajectory.
Pay
$140,000 - $170,000 base + commission