Lead Customer Success Strategist

2 weeks ago


Waltham, Massachusetts, United States Imprivata Full time

Overview
At Imprivata, we are committed to enhancing healthcare through dedicated teamwork and innovative solutions. Our professionals share a common goal: to positively impact our clients' success while enjoying a collaborative work environment.

Position Summary
The Senior Customer Success Manager for privileged access management is tasked with fostering proactive relationships with our most significant customers within the PAM product suite. This role is pivotal in guiding clients toward maximizing the value of their purchased solutions while aligning with their evolving business objectives.

Key Responsibilities
- Manage a portfolio of key PAM customers, focusing on essential metrics such as retention, satisfaction, and adoption.
- Collaborate with customers to ensure a seamless and enriching journey, aiming for long-term partnerships.
- Work cross-functionally to address customer satisfaction issues and deliver exceptional experiences that lead to renewals and product expansions.

Essential Duties
- Set and pursue goals to enhance product adoption and identify growth opportunities.
- Partner with the renewals team to safeguard and increase annual recurring revenue (ARR) for top-tier clients.
- Maintain comprehensive knowledge of customer initiatives, roadmaps, and success plans.
- Conduct Executive Business Reviews to uncover new opportunities and mitigate risks while showcasing partnership successes.

Performance Metrics
- Monitor customer engagement analytics, including renewal rates and user activity.
- Develop and implement customer plans to drive deployment expansion, satisfaction, and renewal targets.
- Identify and escalate customer needs across departments as necessary.

Qualifications
- Bachelor’s degree in business or a related field is preferred.
- Over four years of experience in Customer Success Management or similar roles, particularly with enterprise clients in healthcare and commercial sectors.
- Proven ability to engage with C-level executives and translate feedback into actionable strategies.

Desired Skills
- Familiarity with cybersecurity and access management.
- Experience in data-driven processes and outcomes evaluation.

This role offers a competitive salary range, complemented by variable compensation opportunities. Imprivata values a diverse workforce and is an equal opportunity employer.



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