Customer Success Manager – Strategic Accounts

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

📋 Description

• Act as the primary point of contact for a complex strategic partner involving multiple providers and states.

• Manage the complete customer relationship encompassing both software and services.

• Oversee executive sponsors, program leaders, department heads, site administrators, and end users.

• Facilitate executive engagement, cadence calls, Executive Business Reviews, success reporting, and customized product updates.

• Handle renewal, upsell, and expansion opportunities.

• Promote adoption, product utilization, customer health, satisfaction, and measurable ROI.

• Manage multi-phase implementation planning, milestone tracking, and cross-functional collaboration.

• Organize site-by-site rollouts and go-live sequencing across various locations and states.

• Configure and tailor the platform for different sites and user groups.

• Execute QA and validate go-live readiness.

• Lead training, onboarding, adoption support, post-launch stabilization, optimization, and ongoing assistance.

• Share insights from strategic accounts to enhance CX playbooks, processes, and best practices.

• Collaborate with product and integration teams to represent customer needs and influence roadmap priorities.

• Document interactions, feature requests, and customer feedback.

• Represent Customer Success in high-level engagements and strategic initiatives.

• Travel 25–40% to customer sites for training, go-live events, and executive relationship development.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Strategic Account Management, or a similar customer-facing role.

• Proven track record as a dedicated CSM or account owner for a high-value, complex strategic customer.

• Experience navigating organizations with multiple stakeholders, multi-site deployments, or multi-entity structures.

• Exceptional project management abilities for complex, multi-phase implementations across various sites and stakeholder groups.

• Experience interacting with C-level and senior leadership, with adaptable communication skills for frontline, administrative, and executive audiences.

• Ability to function both strategically and tactically, including managing executive relationships and implementation details.

• Familiarity with customer success tools like HubSpot, Jira, Confluence, or similar platforms.

• Willingness and ability to travel 25–40% to customer sites across multiple states.

• Knowledge of the healthcare industry, including HIPAA, DEA regulations, or electronic medical records such as Epic, Cerner, or Meditech (preferred).

• Experience with SaaS platforms in care settings like IDD, assisted living, or behavioral health (preferred).

• PMP certification or equivalent formal project management training (preferred).

• Experience supporting or leading implementations within multi-entity or umbrella-structured organizations (preferred).

• Must be authorized to work in the United States without sponsorship, both now and in the future.

🏝️ Benefits

• Medical: CareFirst BlueCross BlueShield — 100% company-paid individual premiums (base HSA plan); dependent coverage available.

• Dental & Vision: CareFirst — available at employee cost.

• Company-paid Life & AD&D.

• Company-paid Short-Term Disability.

• Company-paid Long-Term Disability.

• Virtual Care: CloseKnit — 24/7 primary care + mental health, at no additional cost.

• 401(k) retirement plan.

• Lifestyle Spending Account: $50/month, paid quarterly.

• Birthday stipend.

• Work anniversary stipend.

• Access to a company swag store.

• Flexible PTO with no strict cap; manager approval required.

• Opportunities for professional development and learning.

• Mission-driven culture — your work has a direct impact on lives.

• Dedicated recruiting contact throughout the hiring process.

• Interview preparation and timely feedback.

• Support during offer negotiations.