Note: The job is a remote job and is open to candidates in USA. Imprivata delivers unified access and security management programs for healthcare and mission-critical organizations. The Enterprise Customer Success Manager will proactively engage major customers, drive product adoption and value realization, manage renewals and expansion, and build strategic executive relationships while coordinating cross-functional resources to resolve customer challenges.
Responsibilities
- Engage with assigned customers to develop an account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription and maintenance renewals (ARR Quota)
- Develop and execute account strategies that drive customer value realization, identify expansion opportunities, and ensure subscription and maintenance renewals (ARR quota attainment)
- Build and maintain executive-level relationships within assigned accounts to strengthen customer satisfaction and strategic partnership with Imprivata
- Create and manage Success Plans aligned to customer business outcomes, tracking progress and driving measurable results
- Lead executive business reviews, health checks, and value realization discussions; analyze findings, develop recommendations, and present strategic guidance to key stakeholders
- Coordinate internal technical, clinical, and operational resources to address complex customer challenges and support value discovery initiatives
- Document customer success stories, use cases, and outcomes for marketing, advocacy, and reference purposes
- Drive customer engagement and feedback through NPS and other satisfaction programs, while communicating Voice of the Customer insights to leadership
- Maintain accurate customer records, strategic objectives, deployment status, adoption metrics, and account health data within Gainsight
- Serve as the primary point of contact for ongoing customer communications, including product updates, upgrades, events, webinars, and other strategic initiatives
- Act as a subject matter expert on Customer Success processes and best practices, providing account insights, trend analysis, and process improvement recommendations to leadership
- Leverage AI-enabled solutions to improve efficiency, scalability, and effectiveness in customer success workflows
- Other duties as assigned and required
Skills
- Bachelor's degree in Business or related discipline required
- 5 years+ of relevant experience in software services preferably healthcare, enterprise software, customer success, and/or critical account management
- Proven self-starter with a track record of driving customer success, business outcomes, and strategic alignment across complex enterprise environments
- Strong technical and business acumen with the ability to understand solution architecture, translate technical concepts into business value, identify optimization opportunities, and recognize appropriate escalation paths
- Proven ability to build trusted executive-level relationships and influence stakeholders to drive adoption, value realization, customer retention, and growth
- Exceptional communication, presentation, storytelling, and content development skills, with experience creating and delivering executive-level presentations and recommendations
- Strong cross-functional collaboration skills with the ability to coordinate resources across Sales, Product, Support, Clinical, and Technical teams to achieve customer objectives
- Highly organized and adaptable, with the ability to manage multiple priorities, navigate changing business conditions, and effectively execute across a large customer portfolio
- Exceptional problem-solving and critical-thinking skills, with the ability to resolve complex customer challenges professionally and strategically
- Ability to travel – up to 40%
- Domain expertise in cybersecurity, data privacy & security space preferred
Benefits
- Remote opportunity based out of the United States
- Developmental opportunities
Company Overview
Company H1B Sponsorship