Enterprise Customer Success Manager

Anagram

About The Position

Anagram is the ultimate insurance billing platform for eye care providers. Combining instant eligibility and benefit verifications, patient responsibility calculation, claims management, payment posting, and more, Anagram's all-in-one revenue cycle management solution is designed to save providers time and money, and free doctors to deliver the best care for their patients. Our mission is to simplify insurance, and it's working: over 2,000 eye care professionals rely on Anagram to manage their insurance billing. About You Founded in 2014, Anagram is the largest and fastest-growing insurance billing platform for eye care providers in America and processes hundreds of millions of dollars each year. At Anagram, we're redefining what success looks like in healthcare SaaS. As an Enterprise Customer Success Manager, you’ll serve as a strategic partner to our largest and most complex customers—multi-location practices, enterprise groups, and healthcare networks—ensuring they achieve measurable outcomes using our platform. We’re looking for someone who thrives in a high-growth environment, builds strong executive relationships, and can quarterback cross-functional solutions that drive customer value, retention, and expansion.

Requirements

Proven success managing strategic, enterprise-level accounts in a customer-facing role
Experience building and executing training programs for large, distributed customer teams
Skilled in project management for pilots, implementations, and rollout planning
Comfortable navigating billing, invoicing, and AR follow-up for large enterprise accounts
Confident in presenting ROI and impact data to executives and senior leadership
Working knowledge of API integrations and experience collaborating with technical teams
Strong background in SaaS customer success, account management, or consulting, ideally in healthcare or healthtech
Ability to navigate complex org structures, manage competing priorities, and influence outcomes
Highly organized, solution-oriented, and motivated to build new processes in a fast-paced startup
A natural builder mindset, you’re energized by helping shape a world-class Customer Success function

Nice To Haves

Experience in a SaaS startup, especially in healthcare technology
Working knowledge of insurance or medical billing terminology
Familiarity with EHR/PM systems common in optometry or vision care

Responsibilities

Own and grow relationships with a portfolio of strategic, high-value enterprise accounts
Serve as a trusted advisor to senior and operational stakeholders, aligning platform usage with customer goals and KPIs
Drive adoption, engagement, and retention, using customer health metrics and product usage insights
Lead quarterly business reviews (QBRs), renewal planning, and executive-level reporting
Identify and act on expansion opportunities, working closely with sales and product teams
Guide customers through complex implementations, including custom rollouts and long-term pilot programs
Project manage pilots from pre-launch through full rollout, ensuring engagement and alignment at every stage
Be a key resource in training large customer teams, including developing training campaigns, onboarding frameworks, and communication plans
Present and communicate ROI and performance metrics to C-suite stakeholders
Leverage a working knowledge of API integrations to support technical conversations with enterprise clients
Own follow-up for accounts receivable (AR) and coordinate invoicing and billing conversations with enterprise customers
Represent the voice of the customer, providing structured feedback to product and leadership teams
Partner cross-functionally with onboarding, support, product, and engineering to drive outcomes
Champion happy customers by gathering testimonials, reviews, and referrals
Attend conferences or site visits (as needed) to deepen relationships and industry insight