Enterprise Customer Success Manager

HirexHire•Chicago, IL

1d•Onsite

About The Position

The Enterprise Customer Success Manager will own the success, retention, and growth of a portfolio of strategic customer accounts. This role will serve as the primary post-implementation point of contact, helping customers maximize the value of our client's platform, improve their workflows and data collection, and achieve their business goals. The CSM will build trusted relationships with key customer stakeholders while partnering closely with internal teams to share customer insights, identify growth opportunities, and influence future product development.

Requirements

3+ years of experience managing strategic customer accounts within a B2B SaaS environment.
Prior experience in healthcare, healthtech, or the medical industry, with an understanding of the unique needs of healthcare organizations.
Strong relationship-building and communication skills, with the ability to work effectively with both executive stakeholders and day-to-day product owners.
Proven ability to manage multiple customer accounts, projects, and priorities while consistently meeting deadlines.
Strong organizational skills and the ability to proactively communicate progress, risks, and customer needs.
Technical aptitude and comfort working with SaaS platforms, shared documentation, CRM systems, and other customer-facing tools.
Collaborative mindset with the ability to work effectively across customer success, implementation, sales, product, and engineering teams.
Willingness and ability to travel at least 25% annually.
Bachelor's degree or MBA in a related field preferred.

Nice To Haves

Experience with CRM, customer support, knowledge management, AI-powered tools, data visualization, or business intelligence platforms is a plus.
Familiarity with SQL or production software databases is also beneficial.

Responsibilities

Build and maintain strong, long-term relationships with key customer executives, product owners, and other stakeholders across a geographic territory.
Own customer retention and growth across a portfolio of strategic accounts, with a focus on maintaining positive net revenue retention.
Lead quarterly business reviews that demonstrate customer progress, platform value, and opportunities for continued growth.
Serve as a subject matter expert on our client's platform, helping customers leverage available resources, best practices, and processes to achieve their goals.
Partner cross-functionally with implementation, product, and engineering teams to communicate customer feedback and help inform product priorities and future development.
Support customer renewals, contract amendments, and new product opportunities in partnership with the sales team.
Identify opportunities to expand existing customer relationships by understanding evolving customer needs and business challenges.
Maintain and improve customer-facing product documentation, internal wikis, and other knowledge resources.
Support sales and customer success initiatives by sharing customer insights and identifying opportunities to improve how our client serves its customer base.