Customer Experience Manager, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for a portfolio of enterprise and strategic clients.

• Cultivate relationships with owners, executives, operators, and key stakeholders within customer organizations.

• Gain a comprehensive understanding of each customer's business model, objectives, workflows, and growth strategies.

• Set up regular customer interactions, including check-ins, business reviews, and strategic planning discussions.

• Promote the adoption of Prospyr across various locations, providers, and teams.

• Recognize underutilized features and create plans to enhance usage.

• Assist customers in optimizing workflows related to scheduling, payments, communications, reporting, marketing, AI, and other Prospyr functionalities.

• Link customer objectives to quantifiable outcomes within the platform.

• Proactively detect customer health and churn risks before they escalate.

• Formulate and implement retention strategies for at-risk enterprise clients.

• Identify opportunities for additional products, locations, users, and services.

• Collaborate with leadership and Sales on renewal and expansion prospects.

• Ensure clear visibility into account health, risks, opportunities, and next steps.

• Voice the concerns and feedback of enterprise customers internally.

• Aggregate customer feedback and collaborate with Product and Engineering to pinpoint high-impact enhancements.

• Manage escalations across internal teams and maintain customer communication until resolution.

• Assist customers in comprehending new releases and features pertinent to their business.

⛳️ Requirements

• Over 4 years of experience in Customer Success, Account Management, or Enterprise SaaS.

• Proven experience managing complex or multi-location clients.

• Excellent executive communication and relationship management abilities.

• Capability to understand operational workflows and transform business challenges into solutions.

• Comfortable handling escalations and coordinating among Product, Engineering, Support, and Sales teams.

• Commercially minded with experience in identifying retention and expansion opportunities.

• Organized, proactive, and adept at managing multiple strategic accounts concurrently.

• Experience in healthcare, medical aesthetics, wellness, EMR, or vertical SaaS is advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote working options.

• Opportunities for professional development and career advancement.

• Engaging company culture with team-building activities.