Strategic Customer Success Manager

Responsibilities

• Own a portfolio of strategically consequential enterprise accounts, with accountability for retention, multi-year expansion, and long-term partnerships.
• Serve as an executive-sponsor counterpart to client leadership.
• Build and own the enterprise Customer Success operating model, including NRR methodology, QBR standards, strategic account planning, and health/risk models.
• Identify and execute multi-year expansion and product-diversification opportunities tied to measurable client ROI.
• Drive adoption, utilization, new-site and feature rollouts, and reactivation of dormant usage.
• Orchestrate Implementation and specialist resources to achieve customer outcomes.
• Guide complex, multi-program customer engagements by sequencing workstreams, aligning stakeholders, and driving milestones.
• Partner with Sales and Commercial leadership on renewals, multi-year deals, pricing, and value articulation.
• Monitor account health and engagement signals to mitigate concentration and retention risk.
• Synthesize enterprise customer insights to influence product prioritization and roadmap strategy.
• Navigate integration architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes.
• Coach senior Customer Success team members by reviewing account plans and QBRs and improving enterprise delivery quality.
• Lead data-driven executive QBRs demonstrating ROI and planning multi-year scale.

Requirements

• Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent experience.
• 8–12+ years of enterprise Customer Success or Account Management experience, preferably in B2B SaaS or platform companies.
• Prior Strategic or Principal Customer Success Manager or Strategic Account Director experience with multi-year revenue ownership.
• Experience building playbooks, frameworks, or standards that scale beyond individual accounts.
• Strong understanding of complex integrations and APIs sufficient to guide client technical leaders.
• Experience with multi-year deal architecture, pricing conversations, and expansion strategy.
• Ability to manage complex, multi-program customer engagements at the executive level.
• Ability to build trust with C-suite stakeholders and communicate effectively with client CEOs.
• Data-driven, proactive, and systems-oriented approach to identifying trends and building repeatable solutions.

Nice to Have

• Healthcare or health technology experience.

Compensation and Benefits

• Medical, dental, and vision plans.
• Flexible spending and health savings accounts.
• Flexible paid time off.
• 401(k) with company match.
• Life insurance, pet insurance, and additional benefits.