Enterprise Client Success Manager (B2B SaaS)

About the role

The position is listed on behalf of a partner company who manages all applications and next steps. They are currently seeking an Enterprise Client Success Manager (B2B SaaS) based in the United States.

Responsibilities

• Own strategic relationships with key enterprise customers, ensuring successful implementation, adoption, retention, and expansion of software solutions.
• Manage the complete post-sales customer lifecycle, including onboarding, training, support coordination, account management, and strategic guidance.
• Build trusted relationships with senior executives and operational leaders, acting as a strategic partner and advisor.
• Serve as the primary point of contact for enterprise customers, ensuring high satisfaction, strong adoption, and long-term retention.
• Monitor customer usage trends, feedback, and performance data to identify risks, opportunities, and areas for improvement.
• Develop and deliver customer success reviews that provide insights, recommendations, and measurable strategies for improving outcomes.
• Translate product usage and workflow data into actionable recommendations that improve operational efficiency and business performance.
• Support customer change management initiatives by helping teams adopt new workflows and maximize platform value.
• Identify opportunities for account growth and expansion while partnering with internal teams on customer needs and opportunities.
• Collaborate with sales, product, technical, data, and support teams to resolve issues and deliver exceptional customer experiences.
• Maintain deep knowledge of platform capabilities, product updates, and industry trends to provide expert guidance.
• Contribute to continuous improvement initiatives by sharing customer insights and recommending enhancements to internal processes.

Requirements

• Customer-focused technology professional with strong enterprise account management experience, excellent communication skills, and the ability to operate effectively in a fast-moving SaaS environment.
• Proven experience in enterprise client success, account management, customer success, or a related customer-facing role within a B2B SaaS environment.
• Strong ability to manage complex enterprise relationships and communicate effectively with executives, decision-makers, and operational teams.
• Experience guiding customers through onboarding, adoption, renewal, and expansion journeys.
• Demonstrated ability to resolve customer challenges, manage difficult conversations, and create positive outcomes.
• Strong consultative selling skills with the ability to identify customer needs and expansion opportunities.
• Able to work independently, manage multiple priorities, and operate effectively with minimal supervision.
• Excellent interpersonal, communication, negotiation, and influencing skills.
• Strong understanding of corporate structures and ability to build relationships across multiple organizational levels.
• Technical aptitude and enthusiasm for learning new software platforms and technology solutions.
• Experience using business intelligence tools, reporting platforms, and advanced data analysis capabilities.
• Advanced proficiency with Microsoft Excel and comfort working with software systems.
• Knowledge of outpatient therapy workflows, including scheduling, intake, eligibility, and collections processes.

Benefits

• Competitive salary package
• Remote and hybrid work flexibility
• Potential equity compensation opportunities for exceptional performance
• Flexible paid time off
• Medical, dental, and vision insurance coverage
• Company-paid disability and life insurance benefits
• Company-paid family and medical leave
• 401(k) retirement plan
• Flexible spending and dependent care accounts
• Commuter benefits
• Discounted pet insurance
• Company-sponsored lunches and team benefits
• Access to digital fitness classes and wellness resources
• Workplace wellness facilities and recovery resources