Customer Success Manager, Enterprise

Enterprise Customer Success ManagerNirvana 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 ResponsibilitiesOwn the overall strategy, health, and growth of a book of enterprise healthcare accountsServe as the primary relationship owner, engaging with senior and C-suite stakeholdersLead complex onboarding and launch efforts, ensuring cross-functional alignment and successful executionDevelop and execute account strategies focused on maintaining account health, discovering new use cases, and deepening product adoptionOwn and exceed retention targets across your book of businessUse 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 setsNavigate and influence complex organizational dynamics within large healthcare clientsAct as the voice of the customer internally, influencing product roadmap, prioritization, and go-to-market strategySuccess MetricsRetention goals set and monitoredSuccessful onboarding and launch of Nirvana's product across your accountsTrusted relationships across client organizationsSustained product adoption across multiple teams and workflowsConsistent achievement and overachievement of assigned retention targetsStrong internal cross-functional alignment and executionWhat We're Looking ForPrevious experience as a CSM required (consulting background is a plus)3-5 years managing enterprise accounts with senior and C-suite stakeholdersTrack record of driving account health, retention success, and strategic outcomesExperience owning and exceeding retention targets across multi-stakeholder accountsExperience working in a small, fast-paced startup environment requiredStrong 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 companiesStrong executive communication, negotiation, and influence skillsHow We Support YouCompetitive compensationMedical, dental, vision, and 401(k)Hybrid, dog-friendly NYC office (3 days per week)Unlimited PTO$1,000 annual mental health & wellness benefitFully stocked office kitchenRemote home office supportOpen-door, highly collaborative culture