Executive Customer Success Manager, Growth & Expansion

Fullscript•Manchester, NH

5d•$100,000 - $150,000

About The Position

Fullscript is an industry-leading health technology company dedicated to helping people get better by making it easier for practitioners to access the products they trust. The Executive Customer Success Manager, Growth & Expansion (ECSM) is responsible for the entire lifecycle of Fullscript's enterprise accounts, focusing on growth by expanding partnerships from a single department to a system-wide integration. This role involves working at the executive level to unlock new specialties, service lines, and affiliated practices, while ensuring existing departments continue to derive and increase value from the platform. The ECSM utilizes a personalized, consultative, and strategic approach to align client operational goals with Fullscript's capabilities, driving immediate value and sustained growth across accounts. Key performance metrics include practitioner growth, patient orders, revenue growth, and activation of new departments/specialties.

Requirements

Customer-focused and strategic with the ability to build and grow relationships with key stakeholders, including C-suite executives.
Proven experience managing and expanding complex enterprise accounts (e.g., Account Manager, Key Account Manager).
Demonstrated track record of growing single-department/location contracts into multi-department, system-wide partnerships.
Understanding of US medical systems, health system/MSO organizational structures, governance, and procurement processes.
Appreciation for integrative and functional medicine.
Strategic account planning and stakeholder-mapping skills.
Proficiency in Fullscript's value proposition and platform.
Excellent listening, negotiation, executive communication, and presentation abilities.
Strong verbal and written communication skills.
Cross-functional orchestration skills.
Ability to thrive in a fast-paced, multitasking environment.
Proficiency in CRM and sales software (e.g., Salesforce, Gong).
Strong analytical skills.

Responsibilities

Design tailored onboarding strategies for multi-location and multi-department organizations.
Map account organizational structures to identify and prioritize expansion targets.
Build and execute multi-year account growth plans to convert single-department contracts into system-wide partnerships.
Translate pilot results into business cases for expansion.
Position Fullscript's value, technology, and buyer needs to various stakeholders, including C-level executives.
Serve as a trusted advisor for expansion conversations with executives and leadership.
Monitor accounts for milestones to identify opportunities for deeper engagement and revenue growth.
Navigate complex governance and procurement processes.
Collaborate with internal and external stakeholders to create shared goals.
Coordinate training sessions for practitioners and staff.
Assist with the integration of Fullscript into existing workflows.
Maintain a deep understanding of accounts in the pipeline, including timelines, progress, and risk mitigation.
Prepare and deliver executive-level updates and business reviews.
Share product feedback, troubleshoot issues, and escalate product requests.