Enterprise Customer Success Manager

PatientIQ•Chicago, IL

1d•Remote

About The Position

The PatientIQ Customer Success Manager (CSM) owns the success, retention and growth of PatientIQ clients by helping clients get the most out of the PatientIQ product, network and services. The CSM will serve as the main point of contact post implementation, driving value through helping clients improve data collection, workflow and utilizing the data collected in order to achieve the client's goals. In addition to owning post-implementation customer success and retention across a portfolio of accounts, the CSM serves as a strategic customer advocate, partnering cross-functionally with product and development teams at PatientIQ to share customer feedback and insights that inform ongoing platform improvements.

Requirements

Bachelor’s Degree or MBA in a related field
3+ years’ experience managing strategic customer accounts in a B2B SaaS environment
Excellent organizational and communication skills and the ability to handle multiple projects simultaneously
Prior experience in healthcare healthcare, health-tech, or experience working in the medical industry
Ability to prioritize tasks, regularly communicate progress, and meet established deadlines
Must have a solid technical aptitude for email, calendaring, and working with shared documents
Collaborative mindset to effectively work across internal teams across PatientIQ
Ability to travel at least 25% annually
Proficient in all Microsoft Office Suite products (Word, Excel, Powerpoint)

Nice To Haves

Experience with a CRM and other tools for tracking customer communication, knowledge management and support tickets
Experience leveraging AI-powered tools (e.g., generative AI, analytics, automation, or predictive insights) to improve customer engagement, reporting, workflow optimization, or decision-making
Familiarity with AI-driven analytics, data visualization, or business intelligence tools used to surface insights from customer data
Basic understanding of SQL and interacting with production software databases

Responsibilities

Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory
Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential
Maintain a positive geographic territory net revenue retention
Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals
Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy
Maintain and regularly update the PatientIQ product documentation and internal wikis
Mentor Customer Success Analysts for your geography in order to support clients effectively
Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems
Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team