Enterprise Customer Success Manager

Job Description

Job Description

ABOUT US

HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

OUR CLIENT

Location: Chicago, IL HQ

Industry: Healthcare Technology (SaaS)

Company Size: 50+

What They Do: Our client is a cloud-based software platform and patient engagement technology that automates the collection of patient reported outcomes. It also offers procedure-specific education modules to help prepare patients for treatments and proactively monitors their recovery.

Contact HirexHire for more client information

THE ROLE

The Enterprise Customer Success Manager will own the success, retention, and growth of a portfolio of customer accounts for our client, a healthcare technology company. This role will serve as the primary point of contact following implementation, helping customers maximize platform value, improve data collection and workflows, and use insights to achieve their goals. The CSM will build strong customer relationships while partnering with internal teams to share feedback, support renewals, and identify opportunities for account growth.

WHAT YOU WILL DO

• Build and maintain long-term relationships with customer executives, product owners, and key stakeholders across an assigned geographic territory.

• Own post-implementation customer success and retention across a portfolio of accounts, with a focus on maintaining positive net revenue retention.

• Lead quarterly business reviews to demonstrate customer progress, communicate platform value, and identify opportunities for growth.

• Serve as a subject matter expert on our client's platform, helping customers apply best practices and available resources to improve workflows and achieve their goals.

• Partner with implementation, product, and engineering teams to communicate customer feedback and inform ongoing platform improvements.

• Coordinate customer renewals, contract amendments, and new product opportunities in collaboration with the sales team.

• Identify opportunities to expand existing accounts by understanding customer needs and recommending solutions that address evolving business challenges.

• Maintain product documentation, internal wikis, and knowledge resources to support consistent customer success practices.

• Support sales operations and broader customer success initiatives by sharing customer insights and identifying opportunities to improve service delivery.

WHAT YOU WILL NEED

• 6+ years of experience in account management or customer success, with a background in managing ongoing customer relationships.

• At least 3 years of experience in healthcare, healthtech, or the medical industry.

• Bachelor's degree or MBA in a related field.

• Strong communication and relationship-building skills, with the ability to work effectively with executive stakeholders and day-to-day customer contacts.

• Proven ability to manage multiple accounts and projects, prioritize competing demands, and consistently meet deadlines.

• Technical aptitude and proficiency with Microsoft Office, including Word, Excel, and PowerPoint, as well as shared documentation and calendaring tools.

• A collaborative approach to working across customer success, implementation, sales, product, and engineering teams.

• Willingness and ability to travel at least 25% annually.

• Experience with CRM systems, customer support tools, or knowledge management platforms is a plus. Familiarity with AI-powered tools, data visualization, business intelligence, or basic SQL is also beneficial.

WHAT OUR CLIENT OFFERS YOU

Our client was selected as one of the top 50 "Best Small Companies to Work For in Chicago" and they pride themselves on their team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of their benefits below:

• 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.