Sr. Customer Success Manager, Enterprise

You will be responsible for managing enterprise customer relationships end-to-end, ensuring adoption, satisfaction, and long-term value realization:

• Own and execute joint success plans with enterprise healthcare customers, aligning stakeholders on business outcomes and value realization.
• Act as a trusted advisor to executive-level stakeholders, providing strategic guidance and driving alignment across internal and external teams.
• Build and maintain strong, multi-level relationships across customer organizations to support retention and expansion.
• Leverage structured customer success methodologies to proactively identify risks, address challenges, and ensure successful product adoption.
• Monitor customer health indicators and develop proactive retention and churn mitigation strategies for at-risk accounts.
• Serve as the escalation point for complex customer issues, ensuring timely resolution and expectation management.
• Partner cross-functionally with Sales, Product, and Support teams to deliver seamless customer experiences.
• Identify opportunities for expansion and deeper product adoption within enterprise accounts.

Requirements

You are an experienced customer success or account management professional with strong enterprise SaaS and healthcare exposure:

• Experience in a customer-facing role within a SaaS or enterprise technology environment.
• Background in healthcare, healthcare technology, or managing enterprise accounts in regulated industries.
• Proven success managing a book of enterprise customers with a focus on retention, expansion, and long-term value.
• Strong executive presence with the ability to influence and advise C-level stakeholders.
• Excellent communication and presentation skills, both written and verbal.
• Ability to operate independently in a remote environment while managing complex client relationships.
• Strong analytical skills with the ability to interpret customer data and translate insights into action.
• Experience using CRM and customer success tools such as Salesforce and/or Gainsight.
• Bachelor’s degree or equivalent practical experience is preferred.

Benefits

• Competitive base salary with performance-based bonus
• Comprehensive health, dental, and vision insurance coverage
• Remote-first work flexibility with travel as needed for client engagement
• Equity or long-term incentive opportunities (where applicable)
• Paid time off and flexible vacation policy
• Professional development and learning support
• Opportunity to work in a mission-driven environment improving healthcare outcomes
• Strong culture of collaboration, inclusion, and career growth.