Senior Customer Success Manager

Posted Jan 15

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 Senior Customer Success Manager to join our team.

This person can sit remotely from anywhere in the United States. 25% travel to be expected.

Job Summary

The Senior Customer Success Manager (Sr. CSM) is responsible for proactive engagement with our largest and most valuable customers, providing strategic guidance to customers for products across the Imprivata Digital Identify Framework (DIF), and also acts as a mentor for other less experienced Customer Success Managers. As a Sr. CSM, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers. When required, Sr. CSMs work cross-functionally within the organization to resolve customer satisfaction related issues and ultimately, play a critical part of the signature experience we provide our customers.

Duties and Responsibilities

Develop success plans to drive customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription renewals.
Monitor success plan progress and identify risks to value realization along the way, developing and managing risk mitigation plans where necessary.
Mentor less experienced CSMs in the development of elevated customer engagement skills and success plans based on past experiences.
Expertly facilitate 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 objective.
Ensure customers (primarily executive-level contacts) provide feedback to Imprivata through NPS surveys regarding their overall satisfaction of their relationship with Imprivata.
Perform customer “business reviews” for strategic customers including Data Analysis, Business Strategies, and conduct review of findings and develop recommendations; present findings/recommendations to customer key stakeholders.
Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within Imprivata’s CRM (Gainsight).
Build a trusted customer partnership/relationship to allow for add-on and cross sell opportunities within an account, ultimately acting as a key partner to sales.
Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products, upgrades); events such as User Conferences, Webinars, etc.
Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
Act as a subject matter expert in all customer experience internal processes

Required Qualifications

Bachelor’s degree in Business or related discipline preferred.
10 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.
Expert in the ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation points.
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
Demonstrated ability to establish executive-level relationships and engage in conversations that influence higher usage and value from customers.
Outstanding cross-functional collaboration skills to bring key Imprivata functional areas together in order to solve customer requirements.
Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

Working Conditions

Indoor office environment with work from home/hybrid options available.

Physical Requirements

Must be able to travel to customer sites, Imprivata corporate locations, and trade show events when required. This role is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please keep in mind that all Imprivata open positions are posted on our careers page, which is the only way to apply for prospective employment at our company. We only contact candidates regarding their applications via @imprivata.com email addresses. For more information on how to remain vigilant about your personal security and privacy, you may refer to the FTC resources on Scams here and resources on Identity Theft and Online Security here.

For more information about online scams, you may access the FBI Internet Crime resource page here. If you would like to report a scam, you may file an IC3 complaint with the FBI here.

The Company is requiring all of its new employees who travel on behalf of Imprivata to be vaccinated against COVID-19. However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, you may request an accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.

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