Enterprise Customer Success Manager - State Lead

Job Description

Job Description

Description

Impruvon was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance, ultimately improving safety, outcomes, and independence for individuals in long-term care.

At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally. We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people’s lives.

About the Role

As part of the Customer Experience team, the Enterprise Customer Success Manager –  State Lead will serve as the strategic leader for Impruvon’s Medication Management customer success programming across the State. This role is responsible for ensuring successful implementation, adoption, and expansion of the Impruvon platform across participating providers throughout the state.

The Enterprise CSM will own executive relationships with program stakeholders and partner organizations while leading and mentoring a team of In-State Customer Success Managers responsible for provider engagement and frontline program support. This role requires strong leadership, program management, and the ability to drive measurable outcomes across complex healthcare and government environments.

Key Responsibilities

Enterprise Program Leadership

• Serve as the primary strategic owner of programming within the state, ensuring program success across participating providers.
• Manage relationships with stakeholders across multiple levels including agency leadership, executive sponsors, program administrators, provider executives and clinical leaders.
• Own full-stack customer success support across software, hardware, and services for the enterprise program.
• Lead large-scale program deployments and implementations including:
  • Program planning and coordination
  • Cross-functional collaboration with Product, Engineering, and Operations
  • Platform configuration and readiness
  • Quality assurance (QA)
  • Go-live execution and post-implementation optimization
• Drive enterprise adoption and outcomes across the  provider network.
• Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates.
• Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities.
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI.

Team Leadership & People Management

• Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state.
• Serve as the first point of escalation for customer issues and help resolve complex provider challenges.
• Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
• Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through:
  • Regular 1:1 meetings
  • Performance reviews
  • Individual development plans
  • Coaching and mentorship
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.

Strategic Growth & Program Development

• Act as the internal program leader for the providers in the state, ensuring alignment between customer needs and Impruvon’s strategic goals.
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand.
• Lead and support upsells and expansion opportunities within the enterprise program.
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning.
• Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

Key Performance Indicators (KPIs)

Success in this role will be measured through:

• Net Revenue Retention (NRR)
• Renewal Rate
• Upsell and Expansion Revenue
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer Health Score
• Enterprise Implementation and Go-Live Success
• Adoption Across Participating Providers

What Success Looks Like

• Deep Partnership: You have developed a meaningful, trusting relationship with program stakeholders. They view Impruvon not just as a vendor, but as a critical strategic partner in their mission to improve resident safety and program accountability.
• Operational Harmony: The "State Model" for software deployment is seen as a gold standard within the company, characterized by high adoption rates, minimal deployment friction, and measurable ROI for providers.
• Team Excellence: You have built a high-performing In-State CSM team that feels supported, coached, and empowered to navigate the unique challenges of frontline healthcare environments.
• Program Expansion: Your leadership has secured the program's longevity through high renewal rates and the identification of new opportunities to expand Impruvon’s impact within the state’s healthcare ecosystem.

Skills, Knowledge, and Experience

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role, preferably within healthcare SaaS.
• Demonstrated success managing large enterprise or government accounts with complex stakeholder environments.
• Direct people management experience leading, hiring, onboarding, and developing customer success or account management teams.
• Strong program and project management skills with experience delivering multi-site implementations.
• Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders.
• Ability to balance strategic program leadership with tactical execution.
• Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar systems).
• Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred.
• Ability to travel up to 25% of the time.
• Residence in the State is preferred, not required.

Benefits

At Impruvon, we know our people are our greatest asset. We provide a benefits package designed to support your well-being and growth, including:

• Competitive compensation aligned with experience
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k) retirement plan
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations

Why Join Us

Working at Impruvon means being part of a mission-driven, passionate, and collaborative team. Every role contributes to improving lives and reducing risks in care settings across the country. Your expertise will help ensure we can continue to innovate, grow, and deliver on our promise of safer, smarter care.