Engagement Manager, Customer Success – Account Growth

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

📋 Description

• Take charge of the entire lifecycle of customer success and account development.

• Act as the main customer-facing representative following the initial sale.

• Cultivate relationships with executive sponsors, operational leads, and daily users.

• Collaborate with Account Executives to outline and implement customer pilots.

• Establish success criteria for pilots, align stakeholders, monitor progress, and convert successful pilots into wider usage.

• Oversee comprehensive implementation, coordinating workflows, integrations, training, and launch milestones.

• Grasp customer objectives, workflows, and challenges.

• Spot opportunities for expansion, upselling, cross-selling, renewals, and deeper account engagement.

• Promote adoption, satisfaction, and retention across customer accounts.

• Track engagement, identify risks early, and resolve issues collaboratively.

• Conduct Quarterly Business Reviews that address performance metrics, ROI, operational impacts, and shifting priorities.

• Assist with renewals, expansions, vendor assessments, contracting processes, and customer strategies.

• Foster customer connections that yield testimonials, referrals, case studies, and enduring partnerships.

• Advocate for the customer’s voice internally by conveying their needs, product feedback, workflow gaps, and suggested experience enhancements.

⛳️ Requirements

• 3–6 years of experience in sales, account management, customer success, engagement management, consulting, or another customer-facing role.

• Proven experience in managing customer relationships, commercial discussions, or account growth opportunities.

• Strong project management abilities, including overseeing multiple customer launches, timelines, and stakeholders.

• Capability to comprehend business needs, articulate value, and guide customers towards successful outcomes.

• Experience in identifying upsell, cross-sell, renewal, or expansion opportunities.

• Exceptional communication and relationship-building skills with a consultative and customer-focused approach.

• Data-driven perspective and ability to effectively present ROI, performance metrics, and operational outcomes to clients.

• Comfort in ambiguous and fast-paced environments; proactive, organized, and solutions-oriented.

• Preferred: experience in healthcare SaaS, health information management, clinical research, care delivery, or healthcare operations.

• Preferred: familiarity with vendor review, procurement, contracting, or enterprise purchasing processes.

• Preferred: experience as an early team member involved in testing, developing, and enhancing customer playbooks.

• Preferred but not required: 2–4 years of consulting experience.

🏝️ Benefits

• Foundational member of a high-growth, high-impact team.

• Engage with a unique service that demonstrates real-world impact and clear ROI.

• Directly influence patient access to innovative research and care.

• Opportunity to shape customer success, account management, and go-to-market strategies from the ground up.

• Significant ownership over customer relationships, growth strategies, and the company's trajectory.

• Commission.