Enterprise Customer Success Manager

🔥 57 minutes ago

🇺🇸 United States – Remote

💵 $130k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Parachute Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Parachute Health is a healthcare technology company that provides a SaaS platform for digitizing and streamlining Durable Medical Equipment (DME) ordering and ePrescribing. Its platform connects clinicians, DME/HME suppliers, and payors to accelerate order entry, automate intake (including AI-based fax digitization), integrate with EHRs and ERPs, and improve order accuracy and compliance. Parachute emphasizes security and regulatory compliance (HIPAA, SOC 1/2, HITRUST) while serving B2B healthcare customers across the care continuum.

📋 Description

• Own a focused portfolio of enterprise accounts as the primary post-sale contact for stakeholders from the C-suite to frontline operations • Develop and execute multi-year Account Plans tied to customer goals, platform capabilities, and measurable business outcomes • Navigate complex structures including multi-site health systems, regional DME branches, and national chains • Lead Executive Business Reviews with ROI data, adoption trends, strategic recommendations, and roadmap alignment • Build relationships with executive, clinical operations, procurement, IT, and billing/revenue cycle stakeholders • Drive product adoption across intake, order management, billing, and compliance workflows • Develop customized success plans tied to operational KPIs such as order cycle time, denial rates, utilization, and patient satisfaction • Identify adoption gaps and collaborate with Implementation, Product, and Support to resolve them • Lead onboarding handoffs and ensure enterprise customers reach defined time-to-value milestones • Own renewal cycles and accountability for gross retention and net revenue retention targets • Mitigate churn risk through health scoring, stakeholder mapping, and early intervention • Identify and partner with Sales on expansion opportunities • Build internal champions and multi-threaded account relationships • Represent customer feedback in Product roadmap input • Partner cross-functionally to resolve complex multi-system or multi-workflow issues • Collaborate with Marketing on case studies, ROI narratives, and customer advocacy content • Maintain detailed account data in HubSpot and customer-success tooling

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or strategic consulting, including at least 2 years managing enterprise or complex accounts • Direct experience with health systems, DME/HME providers, home health organizations, or similar complex healthcare operations • Ability to manage and influence VP and C-suite stakeholders in large, matrixed organizations • Strong business acumen connecting platform capabilities to healthcare operators’ operational and financial outcomes • Proven track record owning renewal and expansion targets in a commercially accountable CSM role • Experience navigating account structures with multiple sites, divisions, or business units • Executive communication skills, including leading high-stakes QBRs, presenting ROI analyses, and handling difficult renewal conversations • Proficiency with CRM and customer-success tooling; HubSpot experience is a plus • Bachelor's degree in Business, Healthcare Administration, or a related field — or equivalent professional experience • Familiarity with HME/DME workflows, Medicare/Medicaid billing, prior authorization, resupply programs, and compliance requirements is strongly preferred • Experience with health system procurement, IT governance, and clinical change management is strongly preferred • Previous SaaS experience in post-acute, home health, or healthcare supply chain markets is strongly preferred • Knowledge of payer dynamics, revenue cycle, HIPAA, and CMS guidelines is strongly preferred • Must be legally authorized to work in the United States at application and throughout employment • Employer visa sponsorship is not available

🏖️ Benefits

• Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums • Employer HSA Contribution: Company-funded contributions to your Health Savings Account • 401(k) Retirement Plan • Equity Incentive Plan • Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance • Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces • Flexible Vacation Policy • Summer Fridays: 5 additional Fridays off during the summer (separate from PTO) • Home Office and Wellness Stipend • Monthly Internet Stipend • Annual Learning and Development Stipend