Strategic Customer Success Manager

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Strategic Customer Success Manager to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.

Job Summary

The Strategic Customer Success Manager (CSM) is responsible for proactive engagement with an assigned book of customers. The Strategic CSM will guide the customer to value realization for their Imprivata solutions while partnering with them on their business needs and future product investments. The Strategic CSM is responsible for maintaining a yearly ARR quota for their assigned accounts. To accomplish this, this role will drive customer satisfaction, product adoption, and increase the lifetime customer value of assigned customers. The Strategic CSM will work cross-functionally to resolve customer satisfaction-related issues and deliver a signature experience for our customers. This cross-functional work will help to ensure full renewals and product expansion across the Imprivata solutions and services.

Duties and Responsibilities

• Engage with 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). 
• Establish executive level relationships with assigned accounts and ensure satisfaction with their Imprivata partnership at this level. 
• Organize, facilitate, and create content for regular value-based executive business reviews with assigned customers. 
• Manage the coordination of internal resources to resolve complex problems for assigned customers. 
• Document success stories and use cases that can be used for case studies, blog posts, and any other marketing purpose. 
• Ensure customers provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata. 
• Organize the use of technical and clinical resources for value discovery health checks and compile those into consultative feedback. 
• Conduct “business reviews” for strategic customers and dissect the findings to develop and communicate recommendations for solution. 
• Document all customer interactions and maintain an agile work list of strategic priorities in the Imprivata CRM (Gainsight) 
• Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within Imprivata’s CRM (Gainsight). 
• Responsible for ongoing customer communication with customers and providing regular updates to the Director of customer success and feedback on account trends, recommended process improvements, and help drive strategic initiatives. 
• Other duties as assigned and required. 

Required Qualifications

• Bachelor’s degree in Business or related discipline preferred. Domain expertise in cybersecurity, data privacy & security space preferred. 
• 5 years+ of relevant experience in software services preferably healthcare, enterprise software, customer success, and/or critical account management. 
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels. 
• Ability to comprehend high-level technical aspects of the product, provide business and technical solutions, and identification of technical escalation points. 
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.