Enterprise Customer Success Manager

Summary

Join Steer Health, a company redefining hospital and health system patient engagement through AI-driven automation, as a seasoned Enterprise Customer Success Manager. Lead long-term success for hospital and health system customers, serving as the primary point of contact and owner of customer relationships. Partner with Sales for seamless post-sale transitions and collaborate with Implementation teams for exceptional onboarding. Own the full customer journey post-sales, ensuring alignment, accountability, and outcomes. This role requires strong experience in enterprise SaaS within healthcare and the ability to drive adoption, retention, and expansion in complex organizations. The position offers a fully remote work environment with flexible hours and significant career growth opportunities.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Enterprise Relationship Management for a SaaS company
• Strong experience working with healthcare systems, hospitals, and multi-site provider groups
• Proven track record managing a book of business with quota accountability for retention, upsell, and expansion
• Ability to navigate cross-functional teams internally to align implementation, product, and support resources around the customer
• Excellent communication skills—confident working with healthcare/hospital stakeholders from operational teams to C-level executives
• High sense of ownership, accountability, and follow-through

Responsibilities

• Serve as the main point of contact and strategic advisor for a portfolio of hospital and healthcare system customers
• Own customer success, retention, and growth from onboarding through renewal and expansion
• Collaborate with Sales on handoffs to ensure customers are set up for success from day one
• Coordinate with internal Implementation, Product, and Engineering teams to execute smooth onboarding, product rollouts, and ongoing support
• Lead regular check-ins, QBRs, and strategic planning sessions to align product usage with customer goals
• Identify and close upsell and expansion opportunities by aligning customer needs with Steer’s value proposition
• Track account health, mitigate risks, and proactively drive retention strategy
• Advocate for customer needs internally to influence roadmap and service improvements
• Contribute to scaling the Customer Success function—processes, playbooks, systems, and best practices

Preferred Qualifications

Familiarity with HubSpot, Jira, and more

Benefits

• Impactful Work: Help hospitals and health systems use technology to improve care delivery and operational outcomes
• High Ownership: You’ll be the strategic lead and go-to contact for some of our most important customers
• Startup Agility: Join a nimble, collaborative team where your ideas and initiative will shape how we grow
• Flexibility: Fully remote role with flexible hours and strong autonomy
• Career Growth: Significant opportunity to grow your career as Steer scales