Enterprise Customer Experience Manager
New
United StatesFull-TimeManager
Salary$90,000 – $115,000 annually, plus variable performance-based compensation
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Job Details
- Experience
- 3-5 years
- Required Skills
- Account ManagementCRMData analyticsCustomer Success
Requirements
- 3-5 years of customer success, account management, or consulting experience.
- Experience in healthcare SaaS, patient engagement, or care navigation services preferred.
- Proven experience managing high-value, complex enterprise accounts with multi-stakeholder relationships.
- Strong understanding of healthcare operations and value-based care models.
- Ability to manage both strategic and operational conversations, balancing customer needs with company goals.
- Data-driven mindset with experience using customer health scorecards, reporting tools, and CRM platforms.
- Strong problem-solving and relationship-building skills.
Responsibilities
- Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments.
- Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations.
- Drive proactive engagement with enterprise customers to ensure a white-glove experience.
- Monitor customer health metrics and lead renewal and expansion strategies.
- Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations.
- Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements.
- Track and report on key success metrics including NPS, retention rates, and upsell revenue.
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