Enterprise Customer Success Manager – State Lead (New Mexico)

Purple Squirrel Enterprises • Albuquerque, NM

30d • Remote

About The Position

Purple Squirrel Enterprises has been supporting startups and global firms through growth, change, and expansion for 19+ years. We provide flexible HR and recruiting solutions that allow leaders to focus on strategy while we handle people operations — and this search is no exception. We are exclusively engaged by a high-growth health technology company to help them identify and hire exceptional talent for this role. We are embedded directly with their leadership team, have deep knowledge of the company, the culture, and what it takes to succeed here — and we will be your dedicated recruiting partner from first conversation through offer. This is not a blind submission. When you apply, you are working with a team that knows this opportunity inside and out and will advocate for you every step of the way. 💜 If this opportunity resonates with you, we encourage you to apply. We will be in touch promptly. Applications submitted directly to our client will be redirected back to Purple Squirrel Enterprises. To be considered for this role, all candidates must apply through this posting. Our client was founded on a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Their platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance — ultimately improving safety, outcomes, and independence for individuals in long-term care and other specialized care settings. They operate like a family: supporting one another both professionally and personally, listening first, building with empathy, and remaining committed to solving problems that have a meaningful, real-world impact on people's lives. 💜 This company was built around a cause that is both personal and urgent. That authenticity shows in how they operate, who they hire, and what they build. If you are looking for work that matters — this is it. As part of the Customer Experience team, the Enterprise Customer Success Manager – State Lead will serve as the strategic leader for the company's medication management customer success programming across New Mexico . This role is responsible for ensuring successful implementation, adoption, and expansion of the platform across participating providers throughout the state. The Enterprise CSM will own executive relationships with program stakeholders and partner organizations while leading and mentoring a team of In-State Customer Success Managers responsible for provider engagement and frontline program support. This role requires strong leadership, program management, and the ability to drive measurable outcomes across complex healthcare and government environments.

Requirements

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role — preferably within healthcare SaaS
• Demonstrated success managing large enterprise or government accounts with complex stakeholder environments
• Direct people management experience — leading, hiring, onboarding, and developing customer success or account management teams
• Strong program and project management skills with experience delivering multi-site implementations
• Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders
• Ability to balance strategic program leadership with tactical execution
• Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar)
• Ability to travel up to 25% of the time
• Must reside in New Mexico

Nice To Haves

• Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.)
• Experience with government or public-sector program administration

Responsibilities

• Serve as the primary strategic owner of programming within the state, ensuring program success across participating providers
• Manage relationships with stakeholders across multiple levels — agency leadership, executive sponsors, program administrators, provider executives, and clinical leaders
• Own full-stack customer success support across software, hardware, and services for the enterprise program
• Lead large-scale program deployments and implementations, including: Program planning and coordination, Cross-functional collaboration with Product, Engineering, and Operations, Platform configuration and readiness, Quality assurance (QA), Go-live execution and post-implementation optimization
• Drive enterprise adoption and outcomes across the provider network
• Deliver executive-level communications including Quarterly Business Reviews (QBRs), performance reporting, and program updates
• Partner closely with Product and Engineering to represent enterprise customer needs, capture feedback, and influence roadmap priorities
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI
• Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state
• Serve as the first point of escalation for customer issues and help resolve complex provider challenges
• Partner with leadership on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation
• Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials
• Support the growth and development of team members through regular 1:1s, performance reviews, individual development plans, and coaching
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth
• Act as the internal program leader for providers in the state, ensuring alignment between customer needs and company strategic goals
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand
• Lead and support upsells and expansion opportunities within the enterprise program
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning
• Represent Customer Success in cross-functional initiatives and executive-level strategic discussions

Benefits

• $95,000 – $118,000 base salary + variable compensation plan (commensurate with experience)
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k) retirement plan
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed