Enterprise Customer Success Specialist

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

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Parachute Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🤝 B2B

📋 Compliance

SaaS • B2B • Compliance

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 the preparation process for quarterly EBRs across the Enterprise CS portfolio — pulling usage data, assembling slide templates, and ensuring CSMs have everything they need to walk in ready. • Coordinate logistics for EBRs: scheduling across complex stakeholder calendars, managing virtual meeting setup, and sending pre-read materials. • Draft and refine EBR decks in collaboration with the CSM, incorporating product adoption data, customer milestones, and forward-looking recommendations. • Capture action items and decisions from EBRs and ensure they are documented, assigned, and followed up on. • Draft follow-up emails, meeting recaps, and stakeholder updates on behalf of Enterprise CSMs after key customer interactions. • Track open commitments across the portfolio — items the CSM or internal teams have promised to customers — and flag anything at risk of slipping. • Help maintain stakeholder maps and contact records for enterprise accounts, ensuring CRM data reflects current organizational structures. • Support CSMs in preparing for renewal conversations and account check-ins by summarizing recent account activity, open issues, and relevant product updates. • Coordinate cross-functional requests on behalf of customers — routing escalations to Support, following up with Implementation on open items, and keeping CSMs informed. • Maintain accurate and up-to-date account records in HubSpot, including notes from customer interactions, health score updates, and task tracking. • Monitor basic health signals across the portfolio and flag anomalies or inactivity to the CSM proactively. • Help build and maintain account-specific resources — onboarding summaries, success plan trackers, and renewal timelines. • Compile account histories and briefing documents when new stakeholders are introduced or accounts undergo transitions. • Support the broader CS team with process improvements — identifying repetitive tasks that could be templatized or streamlined. • Contribute to the development and maintenance of EBR templates, account plan frameworks, and follow-up playbooks. • Help onboard new Enterprise CSMs by maintaining documentation and orientation materials. • Assist with customer advocacy coordination — tracking reference requests, case study status, and customer event participation.

🎯 Requirements

• 1–3 years of experience in a customer-facing, account support, or coordination role — at a SaaS company or in a healthcare operations environment. • Exceptional organizational skills and the ability to manage multiple workstreams across several senior team members simultaneously. • Strong written communication — you can draft a crisp, professional customer email or executive recap without a lot of back-and-forth. • Close attention to detail, especially when preparing customer-facing materials like slide decks or meeting summaries. • Comfortable working with ambiguity and shifting priorities in a fast-paced, remote environment. • Proactive by nature — you notice what needs to happen before being asked. • Proficiency with standard business tools: slide software (PowerPoint or Google Slides), CRM basics (HubSpot a plus), and video conferencing. • Bachelor's degree in Business, Communications, Healthcare Administration, or a related field — or equivalent experience.

🏖️ 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