Remote Enterprise Customer Success Manager

Summary

Join our team to own the relationships and success of our largest customers in a fast-paced, high-growth culture. Drive retention, expansion, and advocacy by building strategic and tactical partnerships with measurable value delivery.

Requirements

• Bachelor’s degree required
• Strong empathy for customers and passion for revenue and growth
• Experience working in fast-paced growth environments
• Proven success in client growth, retention, and satisfaction
• Effective at leading and facilitating executive meetings and managing client expectations
• Excellent storyteller using data and best practices, as well as an attentive listener
• Solution-oriented attitude, strong attention to detail, resourceful, and a strong ability to multitask
• Superior internal/external customer service and strong collaboration skills
• Early adopter of tools to streamline workflows
• CRM experience (HubSpot preferred)
• Ability to travel as needed to be on-site with key customers or attend important industry events
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities

Responsibilities

• Own the ongoing client relationship for our top ECP customers
• Embed yourself in their organization and operations as a trusted thought partner
• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Responsible for proactive communication and ownership of the commercial relationship with our enterprise and upper mid-market customers (including renewals, pricing and licensing changes)
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth
• Hold QBRs with key stakeholders that measure value delivery to prevent churn and secure expansion and renewals
• Be a product expert, able to understand what our product can and can’t do, and why, and be able to help customers use our product to solve pain points
• Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders and in the market. Attending and presenting at key industry events (ex. Conferences) is expected as part of this role
• Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI
• Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives
• Increase company revenue through identifying and developing opportunities to upsell customers
• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting
• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams
• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns