Enterprise Customer Success Manager

About the Role

As an Enterprise Customer Success Manager, you will own the post-sale relationship for a focused portfolio of high-value, high-complexity customers. These are large-scale DME/HME operators that require a more consultative, operationally sophisticated approach than a typical SaaS CSM role. You will serve as a strategic advisor, a trusted operational partner, and the internal champion for your accounts.

This role requires fluency in healthcare operations, supply chain, or HME workflows, and the ability to navigate large, matrixed organizations with multiple buying and influencing stakeholders.

What You'll Do

Account Ownership & Strategic Leadership

• Own a focused portfolio of enterprise accounts, serving as the primary post-sale point of contact for stakeholders from the C-suite to frontline operations.
• Develop and execute multi-year Account Plans that map customer goals to platform capabilities and drive measurable business outcomes.
• Navigate complex organizational structures — including multi-site health systems, regional DME branches, and national chains — to maintain alignment across all key stakeholders.
• Lead Executive Business Reviews (EBRs), presenting ROI data, adoption trends, strategic recommendations, and forward-looking roadmap alignment.
• Build deep relationships with VP- and C-level executives, clinical operations leaders, procurement, IT, and billing/revenue cycle stakeholders.

Adoption & Value Realization

• Drive product adoption across complex, multi-workflow environments — including intake, order management, billing, and compliance workflows common in HME/DME and health system settings.
• Develop customized success plans tied to each customer's operational KPIs (e.g., order cycle time, denial rates, utilization, patient satisfaction).
• Proactively identify adoption gaps and work cross-functionally with Implementation, Product, and Support to close them.
• Lead onboarding handoffs with the Implementation team and ensure enterprise customers reach time-to-value milestones defined during the sales process.

Retention & Commercial Expansion

• Own renewal cycles for enterprise accounts, with full accountability for gross retention and net revenue retention targets.
• Proactively identify and mitigate churn risk through health scoring, stakeholder mapping, and early intervention playbooks.
• Identify, develop, and partner with Sales to close expansion opportunities — including additional product lines, new locations, and deeper workflow integrations.
• Build strong internal champions and multi-threaded relationships to protect against single-point-of-contact risk in large accounts.

Cross-Functional Collaboration

• Act as the voice of the customer internally, synthesizing enterprise feedback into actionable input for the Product roadmap.
• Partner with Product, Support, and Implementation to resolve complex issues that span multiple systems or workflows.
• Collaborate with Marketing to develop case studies, ROI narratives, and customer advocacy content featuring enterprise wins.
• Maintain accurate, detailed account data in HubSpot and CS tooling — including health scores, stakeholder maps, risk flags, and expansion pipeline.

What We're Looking For

Requirements

• 5+ years of experience in Customer Success, Account Management, or a strategic consulting role — with at least 2 years managing enterprise or complex accounts.
• Direct experience working with health systems, DME/HME providers, home health organizations, or similar complex healthcare operations environments.
• Demonstrated ability to manage and influence senior stakeholders (VP, C-suite) in large, matrixed organizations.
• Strong business acumen with the ability to connect platform capabilities to operational and financial outcomes meaningful to healthcare operators.
• Proven track record of owning renewal and expansion targets in a commercially accountable CSM role.
• Experience navigating complex account structures with multiple sites, divisions, or business units.
• Excellent executive communication skills — comfortable leading high-stakes QBRs, presenting ROI analyses, and navigating difficult renewal conversations.
• Proficiency with CRM and CS tooling (HubSpot experience a plus).
• Bachelor's degree in Business, Healthcare Administration, or a related field — or equivalent professional experience.

Strongly Preferred

• Familiarity with HME/DME-specific workflows: intake and order management, Medicare/Medicaid billing, prior authorization, resupply programs, and compliance requirements.
• Experience with health system procurement processes, IT governance, and clinical change management.
• Previous experience at a SaaS company serving the post-acute, home health, or healthcare supply chain market.
• Knowledge of payer dynamics, revenue cycle considerations, and regulatory factors (HIPAA, CMS guidelines) that affect enterprise health operators.