Enterprise Customer Success Manager

Imprivata delivers unified access and security management programs for healthcare and mission-critical organizations. The Enterprise Customer Success Manager will proactively engage major customers, drive product adoption and value realization, manage renewals and expansion, and build strategic executive relationships while coordinating cross-functional resources to resolve customer challenges.

Responsibilities:

• Engage with assigned customers to develop an account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription and maintenance renewals (ARR Quota)
• Develop and execute account strategies that drive customer value realization, identify expansion opportunities, and ensure subscription and maintenance renewals (ARR quota attainment)
• Build and maintain executive-level relationships within assigned accounts to strengthen customer satisfaction and strategic partnership with Imprivata
• Create and manage Success Plans aligned to customer business outcomes, tracking progress and driving measurable results
• Lead executive business reviews, health checks, and value realization discussions; analyze findings, develop recommendations, and present strategic guidance to key stakeholders
• Coordinate internal technical, clinical, and operational resources to address complex customer challenges and support value discovery initiatives
• Document customer success stories, use cases, and outcomes for marketing, advocacy, and reference purposes
• Drive customer engagement and feedback through NPS and other satisfaction programs, while communicating Voice of the Customer insights to leadership
• Maintain accurate customer records, strategic objectives, deployment status, adoption metrics, and account health data within Gainsight
• Serve as the primary point of contact for ongoing customer communications, including product updates, upgrades, events, webinars, and other strategic initiatives
• Act as a subject matter expert on Customer Success processes and best practices, providing account insights, trend analysis, and process improvement recommendations to leadership
• Leverage AI-enabled solutions to improve efficiency, scalability, and effectiveness in customer success workflows
• Other duties as assigned and required

Requirements:

• Bachelor's degree in Business or related discipline required
• 5 years+ of relevant experience in software services preferably healthcare, enterprise software, customer success, and/or critical account management
• Proven self-starter with a track record of driving customer success, business outcomes, and strategic alignment across complex enterprise environments
• Strong technical and business acumen with the ability to understand solution architecture, translate technical concepts into business value, identify optimization opportunities, and recognize appropriate escalation paths
• Proven ability to build trusted executive-level relationships and influence stakeholders to drive adoption, value realization, customer retention, and growth
• Exceptional communication, presentation, storytelling, and content development skills, with experience creating and delivering executive-level presentations and recommendations
• Strong cross-functional collaboration skills with the ability to coordinate resources across Sales, Product, Support, Clinical, and Technical teams to achieve customer objectives
• Highly organized and adaptable, with the ability to manage multiple priorities, navigate changing business conditions, and effectively execute across a large customer portfolio
• Exceptional problem-solving and critical-thinking skills, with the ability to resolve complex customer challenges professionally and strategically
• Ability to travel – up to 40%
• Domain expertise in cybersecurity, data privacy & security space preferred