Enterprise Customer Success Manager

Summary

Join Verifiable, a leading credentialing and network monitoring platform, as an Enterprise Customer Success Manager! Drive customer satisfaction, retention, and growth for our most strategic accounts. You will be the primary point of contact, ensuring seamless onboarding and ongoing support. Identify expansion opportunities and translate customer feedback into actionable insights. Collaborate with cross-functional teams to build lasting relationships and maximize customer value. We are a fully remote company with a strong growth trajectory and offer a comprehensive benefits package. This role requires 5+ years of experience in Enterprise Customer Success within B2B SaaS, preferably in healthtech, and managing a book of business exceeding $3M ARR.

Requirements

• 5+ years of Enterprise Customer Success in B2B SaaS (healthtech preferred)
• Experience managing a book of business > $3M ARR, building pipeline, & closing deals
• Strong Executive relationship-building, communication, presentation and problem-solving skills
• Experience navigating complex, matrixed client relationships and driving retention
• Familiarity with Salesforce CRM and customer success tools

Responsibilities

• Partner with sales and implementation to support smooth onboarding, ongoing training, and adoption of contracted functionality for Enterprise
• Form deep relationships with customers, serve as a trusted advisor, and ensure ongoing success, engagement, and strategic conversations with key executive stakeholders and decision makers
• Develop Verifiable product expertise to build credibility and add value for customers
• Conduct regular touchbases and quarterly business reviews across your accounts to ensure retention and strategic alignment between Verifiable and our customers
• Drive commercial negotiations with customers and internal legal and finance teams to efficiently and symbiotically close deals and restructure contracts
• Drive a feedback loop with cross-functional teams by gathering and synthesizing customer inputs to inform product development and prioritize roadmap enhancements
• Support accounts with custom reporting needs outside of the standard product
• Monitor account health and proactively resolve and escalate issues to reduce churn
• Maintain CRM hygiene, ensuring account records and documentation are up to date
• Pursue ongoing healthcare industry and CRM platform education and training
• Contribute to team-wide initiatives to make Verifiable a great place to work and drive Customer Success department efficiencies

Benefits

• Health/Vision/Dental plans
• Unlimited PTO
• New Apple equipment
• Startup equity as part of your comp package