Enterprise Customer Success Manager – State Program Lead

Job not on LinkedIn

🔥 21 hours ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Impruvon Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💰 $2.4M Seed Round - Impruvon Health on 2025-01

Empowering IDD Residential Teams. Elevating Care.

📋 Description

• Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners. • Manage relationships with stakeholders across multiple levels including State agency leadership, executive sponsors, program administrators, provider executives and clinical leaders. • Own full-stack customer success support across software, hardware, and services for the enterprise program. • Lead large-scale program deployments and implementations including: • Program planning and coordination • Cross-functional collaboration with Product, Engineering, and Operations • Platform configuration and readiness • Quality assurance (QA) • Go-live execution and post-implementation optimization • Drive enterprise adoption and outcomes across the provider network. • Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates. • Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities. • Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI. • Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state. • Serve as the first point of escalation for customer issues and help resolve complex provider challenges. • Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation. • Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials. • Support the growth and development of team members through: • Regular 1:1 meetings • Performance reviews • Individual development plans • Coaching and mentorship • Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth. • Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon’s strategic goals. • Identify and implement operational improvements that scale the customer experience as enterprise programs expand. • Lead and support upsells and expansion opportunities within the enterprise program. • Document customer insights, feature requests, and program feedback to inform product development and roadmap planning. • Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

🎯 Requirements

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role, preferably within healthcare SaaS. • Demonstrated success managing large enterprise or government accounts with complex stakeholder environments. • Experience leading, hiring, onboarding, and developing customer success or account management teams. • Strong program and project management skills with experience delivering multi-site implementations. • Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders. • Ability to balance strategic program leadership with tactical execution. • Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar systems). • Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred. • Ability to travel up to 25% of the time. • Residence in the state is preferred, not required.

🏖️ Benefits

• Competitive compensation aligned with experience • 100% company-paid medical coverage (base plan) • Dental & vision available • 401(k) retirement plan • Company-paid life, AD&D, STD & LTD insurance • Lifestyle Spending Account (wellness, personal use, and company swag) • Flexible PTO + company holidays • Flexible, remote-friendly work environment • Opportunity to own and grow a critical function within the company • Mission-driven work with real impact on vulnerable populations