Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits.
Serve as the primary point of contact for customers, starting at their implementation kick-off call.
Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty.
Oversee and track the progress of customer implementations for new use cases.
Work closely with technical team members on back-end configuration to ensure customer success.
Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.
Set a high standard for clarity, responsiveness, and professionalism in all customer interactions.
Lead internal process improvement related to customer communication.
Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare
Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities
Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth)
Proficient in CRM systems (e.g., Salesforce) and customer success platforms
Experience with data analysis and reporting tools is preferred
Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels
Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience

Customer Experience Account Manager

Key skills