Enterprise Customer Success Manager – State Program Lead

Role Overview

• Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners.
• Manage relationships with stakeholders across multiple levels including State agency leadership, executive sponsors, program administrators, provider executives and clinical leaders.
• Own full-stack customer success support across software, hardware, and services for the enterprise program.
• Lead large-scale program deployments and implementations including:
• Program planning and coordination
• Cross-functional collaboration with Product, Engineering, and Operations
• Platform configuration and readiness
• Quality assurance (QA)
• Go-live execution and post-implementation optimization
• Drive enterprise adoption and outcomes across the provider network.
• Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates.
• Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities.
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI.
• Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state.
• Serve as the first point of escalation for customer issues and help resolve complex provider challenges.
• Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
• Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through:
• Regular 1:1 meetings
• Performance reviews
• Individual development plans
• Coaching and mentorship
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.
• Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon’s strategic goals.
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand.
• Lead and support upsells and expansion opportunities within the enterprise program.
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning.
• Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

Requirements

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role, preferably within healthcare SaaS.
• Demonstrated success managing large enterprise or government accounts with complex stakeholder environments.
• Experience leading, hiring, onboarding, and developing customer success or account management teams.
• Strong program and project management skills with experience delivering multi-site implementations.
• Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders.
• Ability to balance strategic program leadership with tactical execution.
• Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar systems).
• Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred.
• Ability to travel up to 25% of the time.
• Residence in the state is preferred, not required.

Tech Stack

• Go

Benefits

• Competitive compensation aligned with experience
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k) retirement plan
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Opportunity to own and grow a critical function within the company
• Mission-driven work with real impact on vulnerable populations