Customer Success Manager – Strategic Accounts

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

📋 Description

• Act as the primary Customer Success Manager (CSM) and main contact for a high-complexity strategic partner organization that encompasses multiple providers and states, taking ownership of the entire customer relationship concerning software and services.

• Cultivate relationships at all levels within the customer organization, engaging with executive sponsors and program leaders at the umbrella level, as well as department heads, site administrators, and frontline staff across each provider location.

• Oversee and manage a complex, phased platform implementation that involves multiple provider organizations across various states, including:

• Multi-phase project planning, tracking milestones, and coordinating cross-functional efforts among internal teams (integrations, technical support, product) and customer stakeholders.

• Planning site-by-site rollouts and sequencing go-lives across provider locations and states.

• Configuring and customizing the platform for different sites and user groups.

• Conducting quality assurance (QA) and validating go-live readiness for each site.

• Providing training, onboarding, and support for end users across all provider sites.

• Achieving go-live milestones and ensuring post-launch stabilization, along with ongoing optimization and support.

• Manage the commercial health of the account, which includes overseeing renewals, upselling opportunities, and expansion initiatives across the umbrella organization and its member providers.

• Facilitate executive engagement through regular cadence calls, Executive Business Reviews (EBRs), data-driven success reports, and tailored product updates for both the umbrella organization and individual providers.

• Work closely with product and integrations teams to represent the customer’s needs, gather feedback, and influence roadmap priorities based on practical use cases.

• Track and drive customer success metrics such as adoption, product usage, customer health, satisfaction, and measurable ROI, using data to inform proactive strategies and recommendations.

• Travel to customer sites across multiple states is required to support in-person training, go-live events, and the development of executive relationships. Travel frequency will vary based on implementation phases and customer demands, estimated at 25-40% during active implementation periods.

⛳️ Requirements

• A minimum of 7 years in Customer Success, Strategic Account Management, or a similar customer-facing role, preferably within the healthcare-focused SaaS sector; experience managing large, complex enterprise or strategic accounts is highly preferred.

• Proven track record of serving as a dedicated CSM or account owner for a single high-value, high-complexity strategic customer, including navigating multi-stakeholder organizations, multi-site deployments, or multi-entity umbrella structures.

• Outstanding project management abilities with a demonstrated capacity to plan, execute, and monitor complex, multi-phase implementations across various sites and stakeholder groups; PMP certification or equivalent experience is advantageous.

• Excellent communication skills and executive presence, with experience engaging C-level and senior leadership stakeholders, as well as the adaptability to tailor communication styles for frontline staff, site administrators, and executive audiences.

• Ability to function effectively at both strategic and tactical levels, capable of managing executive relationships and long-term planning while also addressing day-to-day implementation details and customer needs.

• Familiarity with customer success metrics and tools (e.g., HubSpot, Jira, Confluence, etc.).

• Strong knowledge of the healthcare industry (e.g., HIPAA, DEA regulations, electronic medical records such as Epic, Cerner, Meditech) is highly preferred.

• Travel to customer sites across multiple states is required, with an estimated 25-40% during active implementation phases.

🏝️ Benefits

• Competitive compensation commensurate with experience, ranging from $75-85k.

• 100% company-funded medical coverage (base plan).

• Dental and vision insurance options are available.

• 401(k) retirement plan.

• Company-funded life, AD&D, STD, and LTD insurance.

• Lifestyle Spending Account for wellness, personal use, and company merchandise.

• Flexible paid time off (PTO) plus company holidays.

• A flexible, remote-friendly work environment.

• Engaging, mission-driven work that positively impacts vulnerable populations.