Customer Success Manager, Enterprise

Enterprise Customer Success Manager

Nirvana 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 Responsibilities

• Own the overall strategy, health, and growth of a book of enterprise healthcare accounts
• Serve as the primary relationship owner, engaging with senior and C-suite stakeholders
• Lead complex onboarding and launch efforts, ensuring cross-functional alignment and successful execution
• Develop and execute account strategies focused on maintaining account health, discovering new use cases, and deepening product adoption
• Own and exceed retention targets across your book of business
• Use 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 sets
• Navigate and influence complex organizational dynamics within large healthcare clients
• Act as the voice of the customer internally, influencing product roadmap, prioritization, and go-to-market strategy

Success Metrics

• Retention goals set and monitored
• Successful onboarding and launch of Nirvana's product across your accounts
• Trusted relationships across client organizations
• Sustained product adoption across multiple teams and workflows
• Consistent achievement and overachievement of assigned retention targets
• Strong internal cross-functional alignment and execution

What We're Looking For

• Previous experience as a CSM required (consulting background is a plus)
• 3-5 years managing enterprise accounts with senior and C-suite stakeholders
• Track record of driving account health, retention success, and strategic outcomes
• Experience owning and exceeding retention targets across multi-stakeholder accounts
• Experience working in a small, fast-paced startup environment required
• Strong 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 companies
• Strong executive communication, negotiation, and influence skills

How We Support You

• Competitive compensation
• Medical, dental, vision, and 401(k)
• Hybrid, dog-friendly NYC office (3 days per week)
• Unlimited PTO
• $1,000 annual mental health & wellness benefit
• Fully stocked office kitchen
• Remote home office support
• Open-door, highly collaborative culture