Job Description

Position Summary

As an Enterprise Customer Success Manager (ECSM), you will oversee a smaller portfolio of 2-3 clients with a combined annual contract value of $4-5 million. You will be deeply embedded in these accounts, functioning as a trusted advisor and strategic partner, ensuring that clients are deriving maximum value from our platform and expanding its use across their organization.

You will be responsible for driving adoption, satisfaction, and renewals at the highest levels.

Key Responsibilities

• Platform Adoption & Optimization: Ensure that the platform is fully integrated into the client's business processes, identifying areas where additional features or capabilities can drive further value.
• Business Alignment & Expansion: Regularly engage with clients to understand their evolving business needs and align them with the platform's roadmap and functionality. Work closely with Sales on expansion opportunities.
• High-Touch Client Communication: Lead quarterly business reviews (QBRs) with C-suite stakeholders, providing updates on platform usage, ROI, and strategic recommendations. Be proactive in addressing any concerns or challenges before they arise.
• Problem Solving & Escalation Management: Triage and manage escalations with urgency and professionalism. Collaborate across internal teams to resolve complex issues and ensure positive outcomes.
• Product Expertise & Education: Serve as a subject matter expert on the platform, guiding clients through new features, training opportunities, and use cases specific to their industry and goals.
• Reporting & Insight Delivery: Deliver in-depth analysis and reporting on platform usage, performance metrics, and value realization, with actionable insights and recommendations.

Qualifications

Experience and Skills:

• 5+ years of experience in Customer Success or Account Management in an Enterprise B2B SaaS setting, managing large, complex accounts with annual contract values of $1M+.
• Experience working with executive-level stakeholders (CIO, CTO, VP) and navigating complex organizational structures.
• Deep knowledge of the healthcare industry, with an understanding of compliance requirements (HIPAA, FDA) and industry- specific challenges.
• Strong presentation and communication skills, with experience leading QBRs and executive-level meetings.
• Ability to manage multiple high-value relationships, with a focus on both strategic vision and operational execution.
• Proven ability to drive customer satisfaction, retention, and account growth.

Performance Metrics:

• Net revenue retention (NRR) and gross retention (GRR) rates
• Platform usage/adoption levels across your portfolio
• Identification & qualification of upsell and cross-sell opportunities
• Platform adoption and integration levels
• Client ROI and business impact from platform usage

Minimum Qualifications

• Bachelor’s degree in Business, Healthcare, Informatics, or other relevant fields.
• At least 2 – 5 years of experience in a B2B client-facing role (Account Manager, Customer Success Manager, etc.)
• Strong interpersonal skills across all levels of an organization.
• Proven experience serving as an effective team leader on cross-functional projects.
• Well-organized with the ability to strategically prioritize work when there is too much to do and too little time.
• Proficiency with MS Office, especially Excel skills in data manipulation and analysis.
• Experience with web applications and comfort with new technologies in a very fast paced organization.

Desired Qualifications

• 2 – 5 years of SaaS experience.
• 2 – 5 years of healthcare experience: pharmaceutical, provider (large hospital systems), or health insurance/payer.
• Strong data synthesis experience involving the interpretation and analysis of qualitative and quantitative data.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Working in a hybrid setting, which includes working from home, in-office, and/or remotely while traveling
• Participating in overnight travel, which will include travelling by plane or interstate roadways, staying in hotels, utilizing public transportation, and/or attending events taking place in hotels, conference centers, or other event spaces

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee:

• Is regularly required to sit and use hands to type and operate a computer and phone
• Is frequently required to talk and hear
• Is occasionally required to stand and walk
• Must occasionally lift and/or move up to 25 pounds
• Is frequently required to use close vision
• Is occasionally required to reach with hands and arms, stoop, kneel, or crouch

Other

• Effective interpersonal and relationship-building skills
• Highly organized, with attention-to-details and accuracy

Additional Information

• This is a remote/virtual position.
• For local team members, occasional on-site working (Indianapolis north side) may be expected for in-person activities.
• For remote team members, traveling to Indianapolis may be required approximately 1-2x per year, based on business needs.
• Minimal overnight travel is expected for client meetings approximately 1-4x per year, based on business needs.
• Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship now or in the future.
• All your information will be kept confidential according to EEO guidelines.
• #LI-REMOTE