Enterprise Customer Success Manager – State Lead (Louisiana)

Purple Squirrel Enterprises • Baton Rouge, LA

31d • Remote

About The Position

This role serves as the strategic leader for the company's medication management customer success programming across Louisiana. The Enterprise Customer Success Manager (CSM) will be responsible for ensuring successful implementation, adoption, and expansion of the platform across participating providers throughout the state. This position will own executive relationships with program stakeholders and partner organizations, while also leading and mentoring a team of In-State Customer Success Managers who are responsible for provider engagement and frontline program support. The role requires strong leadership, program management skills, and the ability to drive measurable outcomes within 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 Louisiana.

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, including 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: Senior
• Education Level: No Education Listed