Manager, Strategic Customer Success

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 Manager, Strategic Customer Success to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

The Manager of the Strategic Customer Success Organization is responsible for ensuring that the Customer Success team delivers on the objective of creating customers for life. This team is responsible for ensuring that customers utilize and receive value from their Imprivata solutions and that they build trusted relationships with customers to ensure ongoing satisfaction and retention. The Manager is responsible for driving the overall program vision and being the front line of advocacy for our customers. Responsible for ensuring that processes and infrastructure are in place to ensure continued success, consistency in approach and scalability. Works cross-functionally with peers to ensure a seamless, experience for our customers to ensure we are easy to do business with. Supervises and mentors Customer Success team. The Manager of Customer Success will act as a player/coach and will be responsible for select strategic accounts while managing a team of Customer Success Managers.

Duties and Responsibilities

• Responsible for maintaining and growing ARR of teams assigned accounts. 
• Aids in setting the vision, strategy, annual metrics and operational processes to ensure we build customers for life. 
• Acts as first level escalation point for Customer Success issues. Provide team with guidance on how to resolve satisfaction issues and as appropriate coordinate internal resources and/or seek necessary approvals. 
• Identify technical and satisfaction trends and provide “voice of the customer” feedback to upper management. 
• Acts as a point of escalation and manages the relationship with the international sales leadership team. 
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, and CSM development. 
• Manage and develop Customer Success personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed. 
• Manage and ensure Customer Success personnel can deliver value through channel partners. 
• Performs Customer Success functions on a select number of strategic accounts (as needed) 
• Develop plans to drive customer deployments, satisfaction and renewal achievement; proactively monitor progress; identify risk points; track and resolve issues for assigned customers. 
• Ensures customers (primarily executive level contacts) provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata. 
• Identify add-on opportunities within an account and pass to assigned sales representative for follow up. 
• Ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, etc. 

Required Qualifications

• Bachelor’s Degree in Business, computer science, or a related discipline.
• 3+ years of Customer Success experience.
• 10+ years Customer Success/Support/Services/Account Management experience, preferably in a healthcare and/or technology environment.
• 1+ years of team management experience.
• Exceptional organizational skills & ability to deliver against multiple priorities.
• Excellent written and verbal communication skills.