Enterprise Customer Success Manager
Accountabilities
The Enterprise Customer Success Manager will own the customer lifecycle for enterprise accounts, ensuring clients achieve maximum value from solutions while driving retention and growth.
This role requires strong strategic thinking, relationship-building skills, and the ability to collaborate across teams to deliver exceptional customer outcomes.
Manage a portfolio of enterprise customers, building strong relationships and serving as a trusted strategic advisor to key stakeholders.
Identify opportunities to expand customer partnerships by introducing additional solutions and services aligned with client objectives.
Define customer success goals, establish key performance indicators, and track outcomes to demonstrate measurable value.
Monitor account health, engagement trends, and risk indicators to proactively address challenges and reduce churn.
Lead strategic conversations with executive stakeholders, moving beyond operational support to provide consultative guidance.
Support complex system integrations by understanding customer workflows, technical requirements, and operational processes.
Partner with Sales and leadership teams to manage renewals, negotiate expansions, and support revenue growth initiatives.
Gather and synthesize customer feedback to provide actionable insights that influence product improvements and roadmap decisions.
Guide customers through onboarding, implementation, go-live, and ongoing lifecycle management to ensure successful adoption.
Conduct regular business reviews to analyze performance, demonstrate ROI, identify opportunities, and support future growth plans.
Requirements
The ideal candidate is a customer success professional with experience managing enterprise relationships, driving retention, and supporting revenue growth within technology-driven environments.
You should be comfortable working with executive stakeholders, analyzing customer data, and navigating complex business and technical challenges.
Bachelor’s degree in Business, Healthcare Administration, or a related field.
5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably within B2B SaaS or technology environments.
Proven track record managing enterprise accounts with a focus on retention, expansion, and customer value creation.
Strong understanding of customer lifecycle management, onboarding processes, renewals, and account growth strategies.
Ability to discuss contracts, identify upsell opportunities, and contribute to commercial negotiations.
Experience building relationships with both technical users and executive-level stakeholders.
Understanding of complex system integrations, APIs, and how technology solutions support business processes.
Strong analytical skills with the ability to use customer data to identify trends, risks, and opportunities.
Proactive problem-solving mindset with the ability to anticipate customer needs and deliver solutions.
Excellent communication, organization, and collaboration skills.
Healthcare, health technology, or clinical operations experience is a plus.
Benefits
The company provides a flexible and supportive work environment with benefits designed to promote employee well-being, financial security, and professional growth.
- Remote work flexibility.
- Medical, dental, and vision insurance plans.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
- Flexible Paid Time Off (PTO).
- 401(k) retirement plan with company match.
- Life insurance coverage.
- Pet insurance options.
- Additional employee benefits and perks.
- Opportunity to work in a collaborative environment where employees are encouraged to contribute ideas and take ownership.
- Empowered culture focused on autonomy, professional growth, and belonging.