Enterprise Customer Success Manager
Enterprise Customer Success Manager responsible for driving account growth, ensuring ROI, mitigating churn, and managing strategic relationships with executive stakeholders in a healthtech SaaS environment. Requires 5+ years in Customer Success or Account Management, bachelor's degree, and strong understanding of system integrations.
About the job
Responsibilities
- Drive account growth and diversification by identifying opportunities to expand footprint with new products and service lines.
- Ensure customer success and ROI by partnering with clients to define success and track KPIs.
- Mitigate churn by monitoring account health signals and engagement data to proactively resolve risks.
- Manage strategic relationships as the primary point of contact for executive stakeholders, acting as a trusted advisor.
- Advocate for integrations by understanding how infrastructure connects with client workflows for seamless data and operational exchange.
- Lead renewals and upsells by collaborating with Sales and Leadership on the end-to-end renewal process and expansion contracts.
- Serve as the voice of the customer by synthesizing feedback into actionable insights for the Product team to influence the roadmap.
- Manage onboarding and lifecycle by leading clients through implementation to go-live, ensuring smooth handoff and adoption.
- Conduct data-driven business reviews (QBRs) to analyze performance, showcase ROI, and plan for scaling.
Requirements
- Bachelor’s degree in Business, Healthcare Administration, or a related field.
- 5+ years of experience in Customer Success or Account Management (B2B SaaS preferred), focused on retention and revenue growth.
- Strong mental model of how complex system integrations and APIs work to support business processes.
- Comfortable discussing contracts, identifying upsell opportunities, and negotiating renewals.
- Excel at building rapport with both technical users and C-suite executives.
- Proactive problem solver who uses data to spot trends and offer solutions preemptively.
Nice-to-Haves
- Familiarity with the nuances of healthcare delivery or clinical operations.
Skills
Customer Success, Account Management, B2B SaaS, System Integrations, APIs, Contract Negotiation, QBRs, KPI Tracking, ROI Analysis, Healthcare
Similar jobs
Customer Success jobs
Weave
Lehi, UT
Leads strategic onboarding and activation for payments customers, guiding implementation, training, adoption, and processing-volume growth. Requires 5+ years in onboarding, customer success, activation, or implementation, plus strong payments expertise and consultative communication skills.
Canary Technologies
New York, NY
Owns strategic relationships and long-term success for complex global enterprise hotel accounts, coordinating deployments, adoption, executive engagement, and expansion. Requires 5+ years in enterprise customer success, account management, or strategic consulting and strong C-level communication skills.
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.
Twilio
United States
Manages enterprise customer relationships, driving platform adoption, retention, value realization, and account expansion. Requires at least three years in customer-facing work, experience with large enterprise accounts, strong executive communication, and familiarity with analytics, APIs, and SQL.
Navan
United States
Provides personalized event-travel support for clients and travelers, managing bookings, fare information, program planning, troubleshooting, and client relationships. Requires strong travel-booking and GDS expertise, customer service skills, and proficiency with business and communication tools.