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Lead Customer Success Strategist
2 months ago
Overview
At Imprivata, we are dedicated to enhancing healthcare through a collaborative and innovative environment. Our team is united by a shared commitment to integrity, positive impact, and enjoyment in our work.
Position Summary
We are looking for a Senior Customer Success Manager specializing in privileged access management. This role involves proactive engagement with our key customers to ensure they derive maximum value from our PAM solutions.
The Senior Customer Success Manager will oversee a portfolio of significant PAM clients, focusing on essential metrics such as retention, satisfaction, and adoption, while also identifying opportunities for additional services.
Key Responsibilities
- Set and pursue goals to enhance product adoption and uncover growth opportunities.
- Collaborate with the renewals team to safeguard and expand annual recurring revenue (ARR) for top-tier clients.
- Maintain comprehensive knowledge of customer initiatives, roadmaps, and success plans.
- Conduct Executive Business Reviews to highlight successes and identify risks.
- Analyze customer engagement metrics, including renewal rates and usage statistics.
Customer Engagement Strategy
- Develop and implement customer plans aimed at:
- Expanding product deployment
- Enhancing customer satisfaction
- Achieving renewal and ARR targets
- Proactively monitor usage and address any customer risks.
- Identify opportunities for cross-selling and collaborate with sales for follow-up.
- Communicate customer feedback to management and product teams to drive improvements.
Qualifications
- Bachelor's degree in business or a related field is preferred.
- A minimum of 4 years of experience in Customer Success Management or similar roles, particularly with enterprise clients in healthcare.
- Proven ability to engage with executive-level stakeholders and manage complex customer solutions.
- Familiarity with Salesforce, Gainsight, and MS Office is essential.
- Strong problem-solving skills and the ability to navigate challenging situations effectively.
Desired Skills
- Experience in cybersecurity and access management.
- Familiarity with data-driven processes and outcomes.
- Background in healthcare, gaming, or manufacturing sectors.
This position offers a competitive salary and benefits package. Imprivata is committed to providing equal employment opportunities for all individuals.
