Senior Enterprise Customer Success Manager - Public Sector

Job Summary

The Senior Enterprise Customer Success Manager (CSM) for the Public Sector (CSM) is responsible for proactive engagement with our largest and most valuable customers in the Federal and Public Sector space. The Enterprise CSM will guide the customer to optimal value realization with their Imprivata solutions while at the same time partnering with the customer on their business needs and positioning future product investments. This role maintains a yearly ARR quota by driving customer satisfaction product adoption and long-term customer value across assigned accounts. You will work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers ensuring full renewals and product expansion across the Digital Identify Framework (DIF). The Sr. Enterprise CSM is also responsible for maintaining a working relationship with the assigned commercial vice president of sales and will act as an escalation point for any customer issues in that region.

Duties and Responsibilities

• Develop and execute account strategies that drive customer value identify cross-sell opportunities and ensure subscription and maintenance renewals (ARR).
• Build and maintain executive-level relationships to ensure satisfaction and strategic alignment with Imprivata.
• Act as a trusted consultant for Federal and Public Sector customers identifying business needs trends and opportunities for expanded solution adoption.
• Plan facilitate and deliver value-based executive business reviews including data analysis insights and prescriptive recommendations.
• Coordinate internal technical clinical and commercial resources to resolve complex customer issues and conduct value discovery health checks.
• Track customer health deployments utilization NPS and key metrics within Gainsight maintaining accurate documentation and strategic action plans.
• Capture and share customer success stories use cases and feedback to support marketing efforts and product/program improvements.
• Drive customer engagement through ongoing communications such as product updates upgrades events webinars and conferences.
• Serve as a subject matter expert on customer experience processes maintaining situational awareness across all assigned accounts.
• Communicate customer trends escalations and “voice of the customer” insights to leadership including the Director of Customer Success and VP of Sales.
• Other duties as assigned and required

Qualifications

• Bachelor’s degree in Business or related discipline.
• 10+ years of relevant experience in enterprise software and services customer success and/or critical account management with 6+ years working enterprise clients.
• Active Secret or Top Secret security clearance preferred.
• Domain expertise in the cybersecurity data privacy & security space preferred.
• Experience working with Public Sector and Federal agencies
• Proven self-starter with a strong track record of driving customer success building executive-level relationships and influencing increased solution adoption and value.
• Deep ability to understand high-level technical product capabilities translate them into business solutions and manage technical escalations with strong problem-solving skills.
• Highly organized and adaptable professional able to prioritize and multitask across many customers while navigating change and challenging situations with professionalism.
• Exceptional communication storytelling and presentation skills combined with strong cross-functional collaboration to align internal teams and deliver customer outcomes.

This position offers a total compensation range of $171000.00 to $204000.00 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!

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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