Manager, Customer Success Engineering

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Manager, Customer Success Engineering 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 Manager, Customer Success Engineering will be responsible for the day-to-day management for our Customer Success Engineers. The team is responsible for providing our customers with technical guidance for our products on both a proactive and reactive basis. This position requires strong operational, organizational, problem-solving, advisory, and technical skills. In addition to engaging with customers at a leadership level, this individual will be responsible for providing feedback to our product management and engineering teams, helping to prioritize key features, and driving customer engagement playbooks that our Customer Success Managers can use to increase value realization with our customers. This role requires a focus on continued growth of the team through improvements in delivery process and overall group performance metrics.

Duties and Responsibilities

• Oversee and direct day-to-day activities for a team of Customer Success Engineers 
• Design and execute on our customer technical engagement strategy that is focused on driving high retention across our enterprise customer base. 
• Drive cross-functional initiatives to ensure best-in-class customer experience. 
• Establish proactive and reactive processes to ensure our customers’ success. 
• Drive operational processes to review issue volumes, trends, responsiveness, utilization, and overall performance. Includes monthly reporting of group metrics and engagement statistics. 
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, team development. 
• Develop staffing plans and hire new team members as needed, including forecasting and determining future needs. 
• Manage and develop personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed. 
• Provide guidance to Engineering and Product Management on new product requirements based on data obtained from customer engagement. 
• Ability to travel up to 25%. 
• Other duties as assigned and required. 

Required Qualifications

Education & Experience

• Degree in Business, Computer Science or Engineering.
• 10+ years’ experience in the software industry with 1-3 years' experience managing and developing a team.
• Experience with software implementation in a healthcare environment.
• Advanced experience with CRM systems, preferably Salesforce

Technical Skills

• Must have experience implementing and supporting software.
• General knowledge of hardware and software technologies related to Imprivata’s products e.g. Microsoft Windows administration, client/server applications, web-based applications, terminal services, Citrix, VMware and Mobile Device Management.<