Customer Success Manager I

Job Summary

The Customer Success Manager (CSM) is responsible for engaging with the majority of Imprivata's SMB customers at key points throughout the customer journey. The CSM is a part of a CSM team and collectively they drive value and additional customer outcomes. Our CSMs work cross-functionally within the organization to resolve customer satisfaction related issues and play a critical part of the signature experience we provide our customers. This role will maintain working relationships internally with teams such as Renewals, Support, Sales, and leadership. This role is responsible for meeting key metrics such as retention, adoption, satisfaction, and to identify opportunities for cross-sell and addons. CSMs, through their reactive and proactive engagements, encourage successful and healthy customer journeys and enhance partnerships providing life-long customers.

Duties and Responsibilities

• Monitor metrics to accelerate product adoption, influence engagement and identify opportunities for growth.
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active-usage, and NPS.
• Maintains excellent knowledge of product, customer journey expectations, issue resolution, and customer risk management
• Partner with renewals to protect and grow ARR for customer base through risk and renewals initiatives
• Manage customer engagements at scale through Salesforce case management, Gainsight workflows, calls, and organized email communication
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree in Business or related discipline.
• 1+ years' experience in customer facing success, project management, or professional services role.
• Experience with Saas in healthcare or commercial.
• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight.
• Proficiency with O365 tools.
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers.
• Ability to engage with C level executives and ability to take feedback from all levels.
• Ability to comprehend 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.
• Ability to work cross-functionally to bring key Imprivata functional areas together in order to solve customer requirements.
• Effective communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.