Enterprise Customer Success Manager

TailorMed • New York, NY

3d

About The Position

At TailorMed, we’re on a mission to eliminate barriers across the entire medication journey - from affordability to access and adherence. As a pioneering force in healthcare, we’re building a new category that transforms how patients, providers, pharmacies, life sciences, and payers collaborate to ensure every patient receives the treatment they need without delay. Our enterprise solution streamlines the full lifecycle of patient support programs, reducing the cost of care and driving better outcomes. With the nation's largest Affordability Network - deployed across 800+ hospitals, 1,300 clinics, and 650 pharmacies - we’re reshaping healthcare with innovative automation and industry-leading partnerships. The Senior Enterprise Customer Success Manager is a strategic, hands-on leader responsible for building and growing long-term partnerships with TailorMed’s largest and most complex enterprise customers. As the primary executive-level relationship owner, this role acts as a trusted advisor to senior stakeholders, ensuring customers realize measurable, strategic value from TailorMed’s solutions. While this role starts as an individual contributor with direct ownership of marquee accounts, this role can quickly grow to lead a small enterprise customer success team as the business scales.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Strategic Partnerships in a high-growth B2B SaaS environment; healthcare experience preferred.
• Proven experience leading and scaling Customer Success teams supporting enterprise customers.
• Strong track record managing complex enterprise accounts and engaging C-suite stakeholders.
• Demonstrated success driving renewals, expansions, and revenue growth through value-based partnerships.
• Experience developing Customer Success strategies, engagement models, or operating frameworks.
• Excellent coaching and people leadership skills.
• Strategic, analytical thinker with strong executive communication skills.
• Comfortable partnering with Product, R&D, and IT organizations.
• Ability to lead through ambiguity and manage competing priorities.
• Willingness to travel approximately 20%.

Responsibilities

• Personally manage a limited portfolio of marquee enterprise accounts as a strategic sponsor and advisor.
• Guide customers through complex, organization-wide initiatives to drive adoption and measurable ROI.
• Use data, reporting, and case studies to tell the TailorMed story and demonstrate the value driven in each account.
• Lead Executive Business Reviews and strategic planning sessions for top-tier accounts.
• Shape and evolve TailorMed’s enterprise customer success strategy, engagement models, and value frameworks.
• Partner with Sales and Commercial Leadership to drive renewals, uncover expansion opportunities, and achieve long-term account growth.
• Support complex negotiations by clearly articulating customer value and outcomes.
• Proactively identify portfolio-wide risks and mobilize cross-functional teams to protect retention.
• Over time, we anticipate this person will lead, mentor, and develop a growing team of Enterprise Customer Success leaders.
• Coach and mentor team members on executive presence, consultative engagement, and commercial acumen.
• Represent the voice of enterprise customers internally, influencing product strategy and roadmap priorities.
• Collaborate with Product, R&D, Operations, and Executive Leadership to align customer needs with company priorities.
• Design and refine Customer Success processes, playbooks, and operating models to support scale.
• Introduce new approaches to customer engagement, value measurement, and team enablement.
• Maintain deep expertise in TailorMed’s platform, healthcare trends, and enterprise best practices.
• Represent Customer Success in executive-level discussions and company-wide initiatives.
• Champion a customer-first mindset while balancing customer advocacy with commercial outcomes.

Benefits

• Competitive salary + equity
• Premium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from your first day of work
• 401(k) plan with a 4% employer match
• Paid holidays, vacation, and sick leave
• Six weeks of paid parental leave
• Company-paid life insurance
• New MacBook, plus all of the equipment and technology you’ll need to be successful in your role

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees