Customer Success Manager, Enterprise
Nirvana
Enterprise Customer Success Manager
Nirvana is seeking an Enterprise Customer Success Manager to manage and grow a book of enterprise healthcare technology clients. This role carries end-to-end ownership of customer relationships, from executive alignment and stakeholder management to product launch, adoption, and renewal strategy.
You'll act as a trusted advisor to executive stakeholders, shape strategic plans, and partner across teams to deliver measurable business impact. Success requires sharp judgment, comfort with ambiguity, and a proven ability to exceed retention targets in complex enterprise environments.
Key Responsibilities
- Own the overall strategy, health, and growth of a book of enterprise healthcare accounts
- Serve as the primary relationship owner, engaging with senior and C-suite stakeholders
- Lead complex onboarding and launch efforts, ensuring cross-functional alignment and successful execution
- Develop and execute account strategies focused on maintaining account health, discovering new use cases, and deepening product adoption
- Own and exceed retention targets across your book of business
- Use data and insights to monitor adoption, forecast risk, identify churn signals, and inform strategic decisions, including hands-on work in Excel to build reporting, analyze account data, and manage complex data sets
- Navigate and influence complex organizational dynamics within large healthcare clients
- Act as the voice of the customer internally, influencing product roadmap, prioritization, and go-to-market strategy
Success Metrics
- Retention goals set and monitored
- Successful onboarding and launch of Nirvana's product across your accounts
- Trusted relationships across client organizations
- Sustained product adoption across multiple teams and workflows
- Consistent achievement and overachievement of assigned retention targets
- Strong internal cross-functional alignment and execution
What We're Looking For
- Previous experience as a CSM required (consulting background is a plus)
- 3-5 years managing enterprise accounts with senior and C-suite stakeholders
- Track record of driving account health, retention success, and strategic outcomes
- Experience owning and exceeding retention targets across multi-stakeholder accounts
- Experience working in a small, fast-paced startup environment required
- Strong analytical skills with the ability to use data to drive strategy and decision making; intermediate to advanced Excel proficiency required (pivot tables, data analysis, reporting)
- Healthcare industry experience required, ideally with enterprise health systems or healthcare technology companies
- Strong executive communication, negotiation, and influence skills
How We Support You
- Competitive compensation
- Medical, dental, vision, and 401(k)
- Hybrid, dog-friendly NYC office (3 days per week)
- Unlimited PTO
- $1,000 annual mental health & wellness benefit
- Fully stocked office kitchen
- Remote home office support
- Open-door, highly collaborative culture
Vacancy posted 4 days ago
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