Manager Customer Success Engineering

Ready to join a team that’s all in? At Imprivata we deliver unified access and security management programs that eliminate friction empowering healthcare and mission-critical organizations to work smarter faster and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity embraces challenge and fosters excitement. We are constantly raising the bar on what’s possible owning the outcome of our triumphs and trials staying nimble amidst change and cultivating an environment where we win together. Here your ideas matter your differences are celebrated and your work drives real results—for your career your teammates and our customers.

When you join Imprivata you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Manager Customer Success Engineering to join our team. This is a hybrid opportunity based out of our Waltham MA; Austin TX; or St. Petersburg FL office.

Job Summary

The Manager Customer Success Engineering will be responsible for the day-to-day management for our Customer Success Engineers. The team is responsible for providing our customers with technical guidance for our products on both a proactive and reactive basis. This position requires strong operational organizational problem-solving advisory and technical skills. In addition to engaging with customers at a leadership level this individual will be responsible for providing feedback to our product management and engineering teams helping to prioritize key features and driving customer engagement playbooks that our Customer Success Managers can use to increase value realization with our customers. This role requires a focus on continued growth of the team through improvements in delivery process and overall group performance metrics.

Duties and Responsibilities

• Oversee and direct day-to-day activities for a team of Customer Success Engineers 
• Design and execute on our customer technical engagement strategy that is focused on driving high retention across our enterprise customer base. 
• Drive cross-functional initiatives to ensure best-in-class customer experience. 
• Establish proactive and reactive processes to ensure our customers’ success. 
• Drive operational processes to review issue volumes trends responsiveness utilization and overall performance. Includes monthly reporting of group metrics and engagement statistics. 
• Help drive strategic initiatives and program improvement related to infrastructure workflows processes team development. 
• Develop staffing plans and hire new team members as needed including forecasting and determining future needs. 
• Manage and develop personnel by providing direction establishing clear measurable objectives managing performance training and coaching. Take corrective action when needed. 
• Provide guidance to Engineering and Product Management on new product requirements based on data obtained from customer engagement. 
• Other duties as assigned and required.
• Ability to travel up to 25%.

Required Qualifications

Education & Experience

• Degree in Business Computer Science or Engineering.
• 10+ years’ experience in the software industry with 1-3 years' experience managing and developing a team.
• Experience with software implementation in a healthcare environment.
• Advanced experience with CRM systems preferably SalesForce.com

• Must have experience implementing and supporting software.
• Understanding of compliance/privacy databases (SQL) concepts (data definition validation ETL) Zero Trust concepts and session management/vaulting
• General knowledge of hardware and software technologies related to Imprivata’s products e.g. Microsoft Windows administration client/server applications web-based applications terminal services Citrix VMware and Mobile Device Management.
• Ability to synthesize and communicate complex technical issues to technical and non-technical audiences at all levels both internally and externally.

Business Skills

• Proven experience leading a team for a rapidly growing technology company.
• Strong interpersonal leadership and communication skills.
• Technical skills to be able to understand detailed issues while maintaining a high-level involvement.
• Experienced in communication organization presentation leadership coaching problem solving and negotiation.
• Must have experience developing and nurturing existing client relationships.
• Strong customer management skills.
• Ability to manage and influence at an executive level.

This position offers a total compensation range of $141900.00 to $178200.00 (inclusive of base salary and variable compensation such as bonuses and incentives). In addition more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation 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.

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What We Do

For more than two decades Imprivata has been redefining how life- and mission-critical industries secure and manage digital identities. We empower healthcare and enterprise organizations to enable fast compliant and secure access to technology—allowing clinicians and staff to stay focused on what matters most: patient care and operational excellence. Our digital identity platform is purpose-built for complex environments where every second counts and security can never take a back seat. From authentication and access management to device application and identity governance Imprivata provides a unified approach that balances usability with protection. Trusted by the world’s leading healthcare systems and enterprises in over 45 countries we deliver solutions that improve efficiency safeguard data and drive digital transformation. At Imprivata our commitment goes beyond technology—we partner closely with our customers to ensure their success every step of the way.

Why Work With Us

At Imprivata every voice matters. We’re a global team driven by innovation compassion and collaboration. Together we live our values—Raise the Bar Own the Outcome Stay Nimble and Win Together—while making a real impact on healthcare technology and the communities we serve.

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