Executive Customer Success Manager, Growth & Expansion

Manchester, NHEnterprise – Enterprise Sales & Customer Success /Full Time /HybridAbout FullscriptWe’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.This is your invitation.Bring your ideas, your grit, and your care for people.Join us and shape the future of care.The Executive Customer Success Manager, Growth & Expansion (ECSM) owns the full lifecycle of Fullscript's enterprise accounts — from onboarding through long-term account expansion. This role bridges the gap between Fullscript's platform and the complex needs of enterprise clients, but its primary mandate is growth: converting a single-department foothold into a multi-department, system-wide partnership. The ECSM builds and executes the strategic account plan that unlocks new specialties, service lines, and affiliated practices, working at the executive level to do it, while ensuring existing departments continue to realize and expand the value of the platform.The RoleBy leveraging a personalized, consultative, and strategic approach, the ECSM will help accounts align their operational goals with Fullscript's capabilities — ensuring immediate value from onboarding and continued, compounding growth across the account. The ECSM will be responsible for achieving key performance and expansion metrics, including prescribing practitioner growth, ordering patients, account-level revenue growth, and new departments/specialties activated.What You'll DoAccount Onboarding & Expansion StrategyDesign tailored onboarding strategies that address the unique needs of multi-location and multi-department organizations, ensuring consistent implementation across all locationsMap the account's full organizational structure — departments, service lines, and affiliated/member practices — to identify and prioritize the highest-value expansion targets beyond the initial contractBuild and execute a multi-year account growth plan that converts a single-department contract into a system-wide, multi-specialty partnershipTranslate department-level pilot results into a business case for expansion, tailored to each new department or specialty's prioritiesExecutive Relationship Management & Account GrowthPosition Fullscript's value, technology, and buyer needs to multiple stakeholders — including C-level executives, medical, finance, and operations — via virtual and in-person discovery meetings, training, and business reviewsServe as the primary and trusted advisor for expansion conversations, building relationships with the executives, service line directors, and clinical leadership who control expansion into new specialties, departments, or affiliated practicesMonitor accounts for key milestones, such as platform adoption rates and revenue growth, to identify opportunities that deepen engagement, foster long-term partnerships, and position underutilized Fullscript features to increase value and revenueNavigate complex, matrixed governance and procurement processes to secure buy-in and agreements for new departmental rolloutsRelationship Management, Enablement & Cross-Functional ExecutionCollaborate with internal stakeholders (executive, medical, marketing, support, and data teams) and external stakeholders to create shared goals, including increasing patient engagement, streamlining workflows, and driving platform usageCoordinate training sessions for practitioners and staff, including live demos, walkthroughs, and ongoing education programs to ensure users understand and maximize the platform's valuePartner with clinical liaisons, marketing, and implementation teams to replicate successful playbooks into new specialties and departments within the same accountAssist with the integration of Fullscript into existing workflows, such as EHR systems, tooling, and catalog customization, while identifying opportunities for further efficiencyPipeline Ownership, Reporting & InsightsMaintain a deep, current understanding of accounts in pipeline — timelines, progress, metrics, financial overview, challenges, and risk mitigation — alongside a clear, department-by-department expansion pipeline including stakeholder maps and revenue potentialPrepare and deliver regular executive-level updates and business reviews to internal leadership and account stakeholders, articulating value delivered to date and the case for expansionShare product feedback from clients, troubleshoot issues, escalate product requests and bugs, and represent the account's broader network needs internally to shape Fullscript's approach to future enterprise growthWhat You BringCustomer-focused and strategic, with a strong ability to build and grow relationships with key stakeholders, including C-suite executives, service line directors, and multi-stakeholder buying committeesProven experience managing and expanding complex enterprise accounts — as an Account Manager, Key Account Manager, Sales Account Manager, or similar — with a demonstrated track record of growing a single-department or single-location contract into a multi-department, system-wide partnershipUnderstanding of the US medical systems, health system/MSO organizational structures, governance, and procurement processes, and an appreciation for integrative and functional medicineStrategic account planning and stakeholder-mapping skills — this is a growth- and expansion-focused role, not solely a support/satisfaction-focused oneProficiency in Fullscript's value proposition and platform, delivering client-focused solutions based on customer needsExcellent listening, negotiation, executive communication, and presentation abilitiesStrong verbal and written communication skills, and cross-functional orchestration skillsAbility to thrive in a fast-paced, multitasking environment where change is the normProficiency in CRM and sales software, such as Salesforce and Gong, and strong analytical skills$100,000 - $150,000 a yearWhy FullscriptGreat work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.What to Know Before You ApplyWe’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [email protected].All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.Learn View email address on click.appcast.io on instagramLet’s make healthcare wholeWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.