Manager, Customer Success

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Manager, Customer Success to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.
Job Summary
As the Manager of Customer Success you'll be responsible for ensuring our pooled CSM desk team drives service level excellence of our customer resulting in excellent customer satisfaction, deployment, utilization, and ultimately, increasing the lifetime customer value of your assigned customer base. You will report to the Sr Manager over PAM/VPAM customers and will work with other CS leaders to support and continuously evolve our digital customer success objectives, strategy and tactics so that we can scale successfully and deliver on excellent customer experiences. Direct reports include Customer Success Associates on the CSM Desk team.
You will serve on the front lines as the initial escalation resource for the team, engaging with customer leadership, driving goals process and internal operational processes. You will address customer lifecycle opportunities and challenges d eepening our effectiveness to support a growing customer base with the use of technology and outreach programs vital to our ongoing success and retention of our amazing customers. We're looking for someone who can hold their own and understand the benefits of our PAM/VPAM solutions and services quickly while providing strong relationship building experience to help the assigned customer base achieve an excellent customer experience through your team. You're naturally persuasive and a quick thinker; someone who understands how to support a team, move on customer business needs and identify opportunities to improve and enhance the overall customer success programming.
Duties and Responsibilities

• Responsible for maintaining and growing ARR of teams assigned accounts
• Manage the daily activities of the Desk team by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed . .
• Research, analyze, and report on data across the CS organization to help drive program priorities
• Recruit and develop high-performing pooled customer-facing team
• Serve as a hands-on leader and lead by example to inspire the team to reach for excellence
• Manage escalations and mitigate risk around customer retention and satisfaction
• Meet or exceed metrics that measure customer health, happiness and customer retention and drive alignment cross-functionally
• Recommend, design, and implement digital programs to optimize the 1: many customers coverage approach using existing tools and systems (I.e., Gainsight, Salesforce, MSOffice)
• Initiates and delivers on opportunities of improvement within the team and organization
• Maintains excellent knowledge of customer focused strategic initiatives and provides 'voice of the customer' feedback to product, development and upper management
• Manage functions to drive digital programs to address:
  • Customer deployment expansion
  • Satisfaction
  • Add-on and cross-sell opportunities
  • Renewal achievement
  • Usage
  • Risk mitigation

• Travel on-site when needed, typically about 5-10% travel expected

Required Qualifications

• 1-2 years + experience in Customer Success
• 5+ years Customer Success/Support/Services/Account Management experience, working with Saas solutions or in technology environment
• 1 year team management experience
• Experienced with Salesforce, Gainsight
• Self-starter with a high degree of ownership and a proven track record of driving customer success
• Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation points
• Excellent problem-solving skills and ability to quickly navigate challenging situations
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers or cross-depts
• Outstanding listening and collaboration skills to bring key Imprivata initiatives that solve customer requirements to fruition
• Excellent communicator (presentation, written, and verbal) and demonstrated professionalism
• Experience initiating data driven initiatives
• Passion for customer perspective and success
• Bachelor's degree in computer science, business or related discipline

Desired Qualifications

• Experience with cybersecurity, access management
• Experience initiating data driven process and outcomes
• Experience in healthcare, gaming, manufacturing

This position offers a salary range of $127,000.00 to $158,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-Hybrid