Enterprise Customer Success Manager

PatientIQ is a health technology company that helps healthcare providers, medical device companies, and researchers use patient-reported outcomes data. The Enterprise Customer Success Manager owns post-implementation customer success and retention, helps clients achieve value from the platform, and shares customer insights with product and development teams.

Responsibilities:

• Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory
• Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential
• Maintain a positive geographic territory net revenue retention
• Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals
• Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy
• Maintain and regularly update the PatientIQ product documentation and internal wikis
• Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems
• Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team

Requirements:

• Bachelor's Degree or MBA in a related field
• 6+ years in account management, customer success management role
• At least 3+ years of experience in healthcare, health-tech, or experience working in the medical industry
• Excellent organizational and communication skills and the ability to handle multiple projects simultaneously
• Ability to prioritize tasks, regularly communicate progress, and meet established deadlines
• Must have a solid technical aptitude for email, calendaring and working with shared documents
• Collaborative mindset to effectively work across internal teams across PatientIQ
• Proficient in all Microsoft Office Suite products (Word, Excel, Powerpoint)
• Experience with a CRM and other tools for tracking customer communication, knowledge management and support tickets
• Experience leveraging AI-powered tools (e.g., generative AI, analytics, automation, or predictive insights) to improve customer engagement, reporting, workflow optimization, or decision-making
• Familiarity with AI-driven analytics, data visualization, or business intelligence tools used to surface insights from customer data
• Basic understanding of SQL and interacting with production software databases