Customer Success Manager

Role Overview The Executive Customer Success Manager, Growth & Expansion (ECSM) owns the full lifecycle of Fullscript's enterprise accounts — from onboarding through long-term account expansion. This role bridges the gap between Fullscript's platform and the complex needs of enterprise clients, but its primary mandate is growth: converting a single-department foothold into a multi-department, system-wide partnership. The ECSM builds and executes the strategic account plan that unlocks new specialties, service lines, and affiliated practices, working at the executive level to do it, while ensuring existing departments continue to realize and expand the value of the platform. Account Onboarding & Expansion Strategy Design tailored onboarding strategies that address the unique needs of multi-location and multi-department organizations, ensuring consistent implementation across all locations Map the account's full organizational structure — departments, service lines, and affiliated/member practices — to identify and prioritize the highest-value expansion targets beyond the initial contract Build and execute a multi-year account growth plan that converts a single-department contract into a system-wide, multi-specialty partnership Translate department-level pilot results into a business case for expansion, tailored to each new department or specialty's priorities Executive Relationship Management & Account Growth Position Fullscript's value, technology, and buyer needs to multiple stakeholders — including C-level executives, medical, finance, and operations — via virtual and in-person discovery meetings, training, and business reviews Serve as the primary and trusted advisor for expansion conversations, building relationships with the executives, service line directors, and clinical leadership who control expansion into new specialties, departments, or affiliated practices Monitor accounts for key milestones, such as platform adoption rates and revenue growth, to identify opportunities that deepen engagement, foster long-term partnerships, and position underutilized Fullscript features to increase value and revenue Navigate complex, matrixed governance and procurement processes to secure buy-in and agreements for new departmental rollouts Relationship Management, Enablement & Cross-Functional Execution Collaborate with internal stakeholders (executive, medical, marketing, support, and data teams) and external stakeholders to create shared goals, including increasing patient engagement, streamlining workflows, and driving platform usage Coordinate training sessions for practitioners and staff, including live demos, walkthroughs, and ongoing education programs to ensure users understand and maximize the platform's value Partner with clinical liaisons, marketing, and implementation teams to replicate successful playbooks into new specialties and departments within the same account Assist with the integration of Fullscript into existing workflows, such as EHR systems, tooling, and catalog customization, while identifying opportunities for further efficiency Pipeline Ownership, Reporting & Insights Maintain a deep, current understanding of accounts in pipeline — timelines, progress, metrics, financial overview, challenges, and risk mitigation — alongside a clear, department-by-department expansion pipeline including stakeholder maps and revenue potential Prepare and deliver regular executive-level updates and business reviews to internal leadership and account stakeholders, articulating value delivered to date and the case for expansion Share product feedback from clients, troubleshoot issues, raise product requests and bugs, and represent the account's broader network needs internally to shape Fullscript's approach to future enterprise growth Qualifications Customer-focused and strategic, with a strong ability to build and grow relationships with key stakeholders, including C-suite executives, service line directors, and multi-stakeholder buying committees Proven experience managing and expanding complex enterprise accounts — as an Account Manager, Key Account Manager, Sales Account Manager, or similar — with a demonstration of growing a single-department or single-location contract into a multi-department, system-wide partnership Understanding of the US medical systems, health system/MSO organizational structures, governance, and procurement processes, and an appreciation for integrative and functional medicine Strategic account planning and stakeholder-mapping skills — this is a growth- and expansion-focused role, not solely a support/satisfaction-focused one Proficiency in Fullscript's value proposition and platform, delivering client-focused solutions based on customer needs Excellent listening, negotiation, executive communication, and presentation abilities Strong verbal and written communication skills, and cross-functional orchestration skills Ability to thrive in a fast-paced, multitasking environment where change is the norm Proficiency in CRM and sales software, such as Salesforce and Gong, and strong analytical skills Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at View email address on click.appcast.io. All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws. We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S. #J-18808-Ljbffr