Senior Manager, Customer Success

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Senior Manager, Customer Success to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

The Sr. Manager of Customer Success is responsible for ensuring that the Customer Success team delivers on the objective of creating customers for life. The Sr. Manager is responsible for working with their peers to drive the overall program vision, consistency, and being the front-line of advocacy for our customers across our solutions. They are responsible for ensuring processes and infrastructure are in place for continued success, consistency in approach and scalability. This person will work cross-functionally with peers to ensure seamless experiences for our customers to ensure we are easy to do business with. This person will also supervise a team of high performing Customer Success Managers and mentor other members of the Customer Success organization interested in career growth.

Duties and Responsibilities

• Responsible for maintaining and growing ARR of teams assigned accounts
• Aids in setting the vision, strategy, annual metrics and operational processes to ensure we build customers for life
• Acts as first level escalation point for Customer Success issues. Provide team with guidance on how to resolve satisfaction issues and as appropriate coordinate internal resources and/or seek necessary approvals
• Identify technical and satisfaction trends and provide “voice of the customer” feedback to upper management.
• Acts as a point of escalation and manages the relationship with the international sales leadership team.
• Collaborates with other Customer Success team managers to ensure all teams are delivering consistent experiences to both our customers and our internal stakeholders
• Provides guidance and critical thinking to the overall Customer Success organization and strategy
• Will be responsible for managing specialty teams that we plan to incorporate into the overall structure of Customer Success and determine the strategy for integration
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, and CSM development.
• Manage and develop Customer Success personnel by providing directions, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.
• Performs Customer Success functions on a select number of accounts as needed.
• • Develop plans to drive customer deployments, satisfaction and renewal achievement; proactively monitor progress; identify risk points; track and resolve issues for assigned customers.
  • Ensures customers (primarily executive level contacts) provide feedback to Imprivata through NPS survey regarding their overall satisfaction of their relationship with Imprivata.
  • Identify add-on opportunities within an account and pass to assigned sales representative for follow up.
  • Ongoing customer communication re: introductions, announcements (e.g., upcoming features & products); events such as User Conferences, etc.
• Other duties as assigned and required.

Required Qualifications

• No less than a Bachelor’s Degree in Business, Organizational Management, or a related discipline.
• 10+ years of experience Customer Success/Support/Services/Account Management experience, preferably in a healthcare and/or technology environment.
• 2+ years of experience in Customer Success leadership.
• Exceptional organizational skills & ability to deliver against multiple priorities.
• Excellent written and verbal communication skills.
• Excellent presentation development and delivery skills.
• Excellent executive facing skills.
• Motivated, self-starter with an excellent work ethic and high level of integrity.
• Passionate about customer success as a way to help both retain and expand customer usage.
• Experience creating strategic initiatives and driving these initiatives forward in a timely manner.
• Experience with Salesforce and Gainsight.

This position offers a total compensation range of $168,000.00 to $180,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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