Enterprise Customer Success Manager – Louisiana State Lead

Department: Customer Success

Employment Type: Full Time

Location: Remote - USA

Reporting To: Chief Customer Officer

Compensation: $95,000 - $118,000 / year

Description

Key Responsibilities

• Serve as the primary strategic owner of programming within the state, ensuring program success across participating providers.
• Manage relationships with stakeholders across multiple levels including agency leadership, executive sponsors, program administrators, provider executives and clinical leaders.
• Own full-stack customer success support across software, hardware, and services for the enterprise program.
• Lead large-scale program deployments and implementations including:
  • Program planning and coordination
  • Cross-functional collaboration with Product, Engineering, and Operations
  • Platform configuration and readiness
  • Quality assurance (QA)
  • Go-live execution and post-implementation optimization
• Drive enterprise adoption and outcomes across the  provider network.
• Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates.
• Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities.
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI.

• Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state.
• Serve as the first point of escalation for customer issues and help resolve complex provider challenges.
• Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
• Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through:
  • Regular 1:1 meetings
  • Performance reviews
  • Individual development plans
  • Coaching and mentorship
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.

• Act as the internal program leader for the providers in the state, ensuring alignment between customer needs and Impruvon’s strategic goals.
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand.
• Lead and support upsells and expansion opportunities within the enterprise program.
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning.
• Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

• Net Revenue Retention (NRR)
• Renewal Rate
• Upsell and Expansion Revenue
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer Health Score
• Enterprise Implementation and Go-Live Success
• Adoption Across Participating Providers

• Deep Partnership: You have developed a meaningful, trusting relationship with program stakeholders. They view Impruvon not just as a vendor, but as a critical strategic partner in their mission to improve resident safety and program accountability.
• Operational Harmony: The "State Model" for software deployment is seen as a gold standard within the company, characterized by high adoption rates, minimal deployment friction, and measurable ROI for providers.
• Team Excellence: You have built a high-performing In-State CSM team that feels supported, coached, and empowered to navigate the unique challenges of frontline healthcare environments.
• Program Expansion: Your leadership has secured the program's longevity through high renewal rates and the identification of new opportunities to expand Impruvon’s impact within the state’s healthcare ecosystem.

Skills, Knowledge, & Experience

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role, preferably within healthcare SaaS.
• Demonstrated success managing large enterprise or government accounts with complex stakeholder environments.
• Direct people management experience leading, hiring, onboarding, and developing customer success or account management teams.
• Strong program and project management skills with experience delivering multi-site implementations.
• Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders.
• Ability to balance strategic program leadership with tactical execution.
• Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar systems).
• Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred.
• Ability to travel up to 25% of the time.
• Must reside in, or be willing to relocate to, Louisiana prior to start date.

Benefits

• Competitive compensation aligned with experience
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k) retirement plan
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations