Enterprise Customer Success Manager

Enterprise Customer Success Manager

The Enterprise Customer Success Manager will own the success, retention, and growth of a portfolio of strategic customer accounts. This role will serve as the primary post-implementation point of contact, helping customers maximize the value of our client's platform, improve their workflows and data collection, and achieve their business goals. The CSM will build trusted relationships with key customer stakeholders while partnering closely with internal teams to share customer insights, identify growth opportunities, and influence future product development.

What You Will Do:

• Build and maintain strong, long-term relationships with key customer executives, product owners, and other stakeholders across a geographic territory.
• Own customer retention and growth across a portfolio of strategic accounts, with a focus on maintaining positive net revenue retention.
• Lead quarterly business reviews that demonstrate customer progress, platform value, and opportunities for continued growth.
• Serve as a subject matter expert on our client's platform, helping customers leverage available resources, best practices, and processes to achieve their goals.
• Partner cross-functionally with implementation, product, and engineering teams to communicate customer feedback and help inform product priorities and future development.
• Support customer renewals, contract amendments, and new product opportunities in partnership with the sales team.
• Identify opportunities to expand existing customer relationships by understanding evolving customer needs and business challenges.
• Maintain and improve customer-facing product documentation, internal wikis, and other knowledge resources.
• Support sales and customer success initiatives by sharing customer insights and identifying opportunities to improve how our client serves its customer base.

What You Will Need:

• 3+ years of experience managing strategic customer accounts within a B2B SaaS environment.
• Prior experience in healthcare, healthtech, or the medical industry, with an understanding of the unique needs of healthcare organizations.
• Strong relationship-building and communication skills, with the ability to work effectively with both executive stakeholders and day-to-day product owners.
• Proven ability to manage multiple customer accounts, projects, and priorities while consistently meeting deadlines.
• Strong organizational skills and the ability to proactively communicate progress, risks, and customer needs.
• Technical aptitude and comfort working with SaaS platforms, shared documentation, CRM systems, and other customer-facing tools.
• Collaborative mindset with the ability to work effectively across customer success, implementation, sales, product, and engineering teams.
• Willingness and ability to travel at least 25% annually.
• Bachelor's degree or MBA in a related field preferred.
• Experience with CRM, customer support, knowledge management, AI-powered tools, data visualization, or business intelligence platforms is a plus. Familiarity with SQL or production software databases is also beneficial.

What Our Client Offers You:

• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
• They are Mission Driven - our client's team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
• True Idea Meritocracy - great ideas win out. They encourage all team members to challenge the status quo because their mission demands this.
• Flexible Time Off - they trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
• World-Class Team - they're at the top of our industry because of our employees. They're the best investment they can make, and they never forget that.
• Fast Growing - they are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.