Customer Success Manager – Strategic Accounts

Description

Key Responsibilities

• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services.
• Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location.
• Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including:
  • Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
  • Site-by-site rollout planning and go-live sequencing across provider locations and states
  • Platform configuration and customization across multiple sites and user groups
  • Quality assurance (QA) and go-live readiness validation per site
  • Training, onboarding, and adoption support for end users across all provider sites
  • Go-live achievement and post-launch stabilization, ongoing optimization and support
• Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers.
• Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
• Collaborate closely with product and integrations teams to advocate for the customer’s needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases.
• Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations.
• Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases.
  
  

• Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team.
• Document interactions, feature requests, and customer feedback to inform roadmap and product development.
• Represent Customer Success in executive-level engagements and strategic initiatives.

Skills, Knowledge and Experience

• 7+ years in Customer Success, Strategic Account Management, or equivalent customer-facing role, preferably within a healthcare-focused SaaS environment; experience managing large, complex enterprise or strategic accounts is strongly preferred.
• Demonstrated success serving as a dedicated CSM or account owner for a single high-value, high-complexity strategic customer, including navigating multi-stakeholder organizations, multi-site deployments, or multi-entity umbrella structures.
• Exceptional project management skills with demonstrated ability to plan, execute, and track complex, multi-phase implementations across multiple sites and stakeholder groups; PMP or equivalent experience is a plus.
• Exceptional communication and executive presence, with experience engaging C-level and senior leadership stakeholders, as well as the ability to adapt communication style across frontline staff, site administrators, and executive audiences.
• Ability to operate at both the strategic and tactical levels. Capable of owning executive relationships and long-horizon planning while also rolling up their sleeves to manage day-to-day implementation details and customer needs.
• Experience with customer success metrics and tools (e.g., HubSpot, Jira, Confluence, etc.).
• Healthcare industry knowledge (e.g., HIPAA, DEA regulations, electronic medical records such as Epic, Cerner, Meditech) is strongly preferred
• Travel to customer sites across multiple states is required. Estimated 25-40% during active implementation phases.

• Net Revenue Retention (NRR)
• Upsell revenue
• Renewal rate
• Net Promoter Score (NPS)
• Go-live date achievement
• Customer Health Score
• Customer Satisfaction (CSAT)
  
  

• You are the trusted, go-to partner for your customer at every level of their organization, from the executive sponsor at the umbrella level to site administrators and frontline staff at each provider. They see you and Impruvon’s platform as essential to the success of their programs.
• The phased implementation is progressing on schedule, with each provider site achieving go-live milestones on time and demonstrating strong adoption. Your customer can point to real, data-driven outcomes -  improved workflows, reduced errors, measurable ROI - and they renew and expand as a result.
• You consistently meet or exceed your KPIs and contribute to the CX team’s collective success. Insights and lessons from your strategic engagement help elevate our processes and playbooks for the broader team.
• You have become a genuine product expert and a credible, consultative voice for your customer. You partner closely with product, integrations, and technical support to solve real problems and ensure this customer’s experience shapes how Impruvon continues to grow.

Benefits

• Competitive compensation aligned with experience $75-85k
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k)
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations