Enterprise Customer Success Manager

Duties and Responsibilities

Engage with assigned customers to develop an account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription and maintenance renewals (ARR Quota)
Develop and execute account strategies that drive customer value realization, identify expansion opportunities, and ensure subscription and maintenance renewals (ARR quota attainment).
Build and maintain executive-level relationships within assigned accounts to strengthen customer satisfaction and strategic partnership with Imprivata.
Create and manage Success Plans aligned to customer business outcomes, tracking progress and driving measurable results.
Lead executive business reviews, health checks, and value realization discussions; analyze findings, develop recommendations, and present strategic guidance to key stakeholders.
Coordinate internal technical, clinical, and operational resources to address complex customer challenges and support value discovery initiatives.
Document customer success stories, use cases, and outcomes for marketing, advocacy, and reference purposes.
Drive customer engagement and feedback through NPS and other satisfaction programs, while communicating Voice of the Customer insights to leadership.
Maintain accurate customer records, strategic objectives, deployment status, adoption metrics, and account health data within Gainsight.
Serve as the primary point of contact for ongoing customer communications, including product updates, upgrades, events, webinars, and other strategic initiatives.
Act as a subject matter expert on Customer Success processes and best practices, providing account insights, trend analysis, and process improvement recommendations to leadership.
Leverage AI-enabled solutions to improve efficiency, scalability, and effectiveness in customer success workflows.
Ability to travel – up to 40%
Other duties as assigned and required.
Qualifications

Bachelor’s degree in Business or related discipline required.
Domain expertise in cybersecurity, data privacy & security space preferred
5 years+ of relevant experience in software services preferably healthcare, enterprise software, customer success, and/or critical account management.
Proven self-starter with a track record of driving customer success, business outcomes, and strategic alignment across complex enterprise environments.
Strong technical and business acumen with the ability to understand solution architecture, translate technical concepts into business value, identify optimization opportunities, and recognize appropriate escalation paths.
Proven ability to build trusted executive-level relationships and influence stakeholders to drive adoption, value realization, customer retention, and growth.
Exceptional communication, presentation, storytelling, and content development skills, with experience creating and delivering executive-level presentations and recommendations.
Strong cross-functional collaboration skills with the ability to coordinate resources across Sales, Product, Support, Clinical, and Technical teams to achieve customer objectives.
Highly organized and adaptable, with the ability to manage multiple priorities, navigate changing business conditions, and effectively execute across a large customer portfolio.
Exceptional problem-solving and critical-thinking skills, with the ability to resolve complex customer challenges professionally and strategically.

Skills Required
Bachelor's degree in Business or related discipline
5+ years relevant experience in software services, healthcare, enterprise software, customer success, or critical account management
Domain expertise in cybersecurity, data privacy and security (preferred)
Maintain accurate customer records and account health data within Gainsight
Proven ability to build and influence executive-level relationships to drive adoption, retention, and growth
Strong technical and business acumen, able to translate solution architecture into business value
Exceptional communication, presentation, storytelling, and content development skills for executive audiences
Strong cross-functional collaboration skills to coordinate Sales, Product, Support, Clinical, and Technical teams
Ability and willingness to travel up to 40%
Exceptional problem-solving and critical-thinking skills