# Customer Experience Account Manager

**Company:** [Plenful](https://hotfix.jobs/companies/plenful)
**Location:** Remote
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** Account Management, Customer Success, Salesforce, CRM, HIPAA, 340b, Data Analysis, ROI Analysis, Project Management, healthcare operations
**Posted:** 2026-07-17

> Manage customer relationships for Plenful's AI pharmacy automation platform. Drive adoption, retention, expansion, and implementation success for healthcare customers while analyzing ROI and optimizing processes.

## Job Description

## Responsibilities
- Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits.
- Serve as the primary point of contact for customers, starting at their implementation kick-off call.
- Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty.
- Oversee and track the progress of customer implementations for new use cases.
- Work closely with technical team members on back-end configuration to ensure customer success.
- Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.
- Set a high standard for clarity, responsiveness, and professionalism in all customer interactions.
- Lead internal process improvement related to customer communication.
- Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

## Requirements
- 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare.
- Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities.
- Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth).
- Proficient in CRM systems (e.g., Salesforce) and customer success platforms.
- Experience with data analysis and reporting tools.
- Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations.
- Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels.
- Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues.
- Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience.
- Highly organized, able to manage multiple accounts, and prioritize tasks independently.
- BA/BS degree.
- Genuine interest in healthcare and making the industry more efficient.
- Willingness to travel up to 25% of the time.

## Nice-to-Haves
- Experience with early-stage startups.
- Excitement to see and learn the company-building process firsthand.
- A bias toward action and enjoyment working in a dynamic, fast-moving environment.

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