Enterprise Client Success Manager, Authenticx

• 5+ years of experience in Customer Success or Account Management in an Enterprise B2B SaaS setting, managing large, complex accounts with annual contract values of $1M+
• Experience working with executive-level stakeholders (CIO, CTO, VP) and navigating complex organizational structures
• Deep knowledge of the healthcare industry, with an understanding of compliance requirements (HIPAA, FDA) and industry- specific challenges
• Strong presentation and communication skills, with experience leading QBRs and executive-level meetings
• Ability to manage multiple high-value relationships, with a focus on both strategic vision and operational execution
• Proven ability to drive customer satisfaction, retention, and account growth
• Bachelor’s degree in Business, Healthcare, Informatics, or other relevant fields
• At least 2 – 5 years of experience in a B2B client-facing role (Account Manager, Customer Success Manager, etc.)
• Strong interpersonal skills across all levels of an organization
• Proven experience serving as an effective team leader on cross-functional projects
• Well-organized with the ability to strategically prioritize work when there is too much to do and too little time
• Proficiency with MS Office, especially Excel skills in data manipulation and analysis
• Experience with web applications and comfort with new technologies in a very fast paced organization
• Effective interpersonal and relationship-building skills
• Highly organized, with attention-to-details and accuracy
• Physical Demands:
• Is regularly required to sit and use hands to type and operate a computer and phone
• Is frequently required to talk and hear
• Is occasionally required to stand and walk
• Must occasionally lift and/or move up to 25 pounds
• Is frequently required to use close vision
• Is occasionally required to reach with hands and arms, stoop, kneel, or crouch

Desirable

• As an Enterprise Customer Success Manager (ECSM), you will oversee a smaller portfolio of 2-3 clients with a combined annual contract value of $4-5 million
• You will be deeply embedded in these accounts, functioning as a trusted advisor and strategic partner, ensuring that clients are deriving maximum value from our platform and expanding its use across their organization
• You will be responsible for driving adoption, satisfaction, and renewals at the highest levels
• Platform Adoption & Optimization: Ensure that the platform is fully integrated into the client's business processes, identifying areas where additional features or capabilities can drive further value
• Business Alignment & Expansion: Regularly engage with clients to understand their evolving business needs and align them with the platform's roadmap and functionality. Work closely with Sales on expansion opportunities
• High-Touch Client Communication: Lead quarterly business reviews (QBRs) with C-suite stakeholders, providing updates on platform usage, ROI, and strategic recommendations. Be proactive in addressing any concerns or challenges before they arise
• Problem Solving & Escalation Management: Triage and manage escalations with urgency and professionalism. Collaborate across internal teams to resolve complex issues and ensure positive outcomes
• Product Expertise & Education: Serve as a subject matter expert on the platform, guiding clients through new features, training opportunities, and use cases specific to their industry and goals
• Reporting & Insight Delivery: Deliver in-depth analysis and reporting on platform usage, performance metrics, and value realization, with actionable insights and recommendations
• Performance Metrics:
• Net revenue retention (NRR) and gross retention (GRR) rates
• Platform usage/adoption levels across your portfolio
• Identification & qualification of upsell and cross-sell opportunities
• Platform adoption and integration levels
• Client ROI and business impact from platform usage