Customer Success Manager – Missouri

Impruvon•Baltimore, MD

6d•$90,000 - $100,000•Hybrid

About The Position

The Customer Success Manager (CSM) plays a critical role in supporting enterprise customer success at the provider and site level. Reporting directly to the Enterprise CSM, this role delivers hands-on support to drive product adoption, user satisfaction, and successful outcomes across all sites within enterprise accounts. The CSM provides full-stack support in close geographic proximity to the assigned enterprise account and partners closely with the Enterprise CSM to ensure alignment with enterprise-wide goals and success metrics.

Requirements

3-5 years of experience in customer success, account management, training, implementation, or related customer-facing role.
Strong communication skills with the ability to engage confidently with key stakeholders and end users.
Experience delivering end-user training (virtual and/or in-person) and creating training resources.
Technical aptitude, with the ability to troubleshoot issues and collaborate effectively with technical teams.
Project management skills with the ability to support multiple site-level initiatives concurrently.
Ability to travel within geographic proximity to Missouri enterprise accounts as needed. Up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month), is required for this role.

Nice To Haves

Healthcare industry experience preferred, particularly working with providers or healthcare technology solutions.

Responsibilities

Serve as the primary point of contact for assigned accounts, coordinating software, hardware, and service support in partnership with the Tech Support team.
Manage customer relationships at multiple levels, including executive sponsors, program sponsors, department leads, and end user staff.
Lead and manage implementations, including: Project management, cross-functional coordination, and communication, Platform configuration, Quality assurance (QA), Go-live achievement.
Deliver end-user training, both virtual and in-person, to drive adoption and effective use of products.
Provide end-user technical support, ensuring timely resolution of issues.
Conduct end-user office hours (on-site and/or virtual) to address questions, provide best practices, and improve the customer experience.
Provide basic on-site hardware troubleshooting as needed, escalating unresolved issues to Tech Support.
Ensure customer success outcomes including adoption, health, satisfaction, and measurable ROI.
Travel within Missouri, up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month).
Build trusted relationships with provider and site-level stakeholders within assigned enterprise accounts.
Support provider and site-level communications in close coordination with the Enterprise CSM.
Participate in QBRs as needed for significant providers within enterprise accounts.
Collaborate with the Enterprise CSM to escalate issues, align on goals, and ensure consistent execution of enterprise-level initiatives.
Gather and document product feedback and development needs from providers and end users.
Partner with the product team and Enterprise CSM to represent provider-level needs in product development discussions.
Support the achievement of site-level go-live milestones and adoption targets.