Enterprise Customer Success Manager – State Program Lead

Impruvon•Baltimore, MD

1d•Remote

About The Position

Impruvon was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our 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. At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally. We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people’s lives. As part of the Customer Experience team, the Enterprise Customer Success Manager – State Program Lead will serve as the strategic leader for one of Impruvon’s State Contracts, one of the company’s most important enterprise partnerships. This role is responsible for ensuring successful implementation, adoption, and expansion of the Impruvon platform across participating providers throughout the state. The Enterprise CSM will own executive relationships with state 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.
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 systems).
Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred.
Ability to travel up to 25% of the time.
Residence in the state is preferred, not required.

Nice To Haves

Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.)

Responsibilities

Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners.
Manage relationships with stakeholders across multiple levels including State 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 teams to represent enterprise customer needs, capture feedback, and influence product 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 the CCO 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 1:1 meetings, Performance reviews, Individual development plans, Coaching and mentorship.
Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.
Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon’s 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.