Customer Success Manager - Strategic Accounts

Customer Success Manager - Strategic Accounts

Department: Customer Success

Employment Type: Full Time

Location: Remote - USA

Reporting To: Chief Customer Officer

Compensation: $75,000 - $85,000 / year

Description

Impruvon was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance, ultimately improving safety, outcomes, and independence for individuals in long-term care.

At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally. We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people's lives.

About the Role

As a member of the Customer Experience team, the Customer Success Manager - Strategic Accounts (CSM) is a dedicated, high-impact role focused on one of Impruvon's most significant strategic partnerships. This customer is a multi-state umbrella organization spanning multiple provider organizations, and this role serves as their primary Impruvon point of contact across the full customer lifecycle. The CSM's primary focus is to lead a complex, phased implementation across multiple locations and states, build trusted relationships at every level of the organization, drive deep product adoption, and ensure the customer achieves meaningful, measurable outcomes.

This role requires exceptional project management discipline, executive presence, and a genuine passion for delivering an exceptional experience in healthcare settings that serve vulnerable populations. This is an individual contributor role with no direct reports.

Key Responsibilities

Customer Success

• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services.
• Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location.
• Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including:
  • Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
  • Site-by-site rollout planning and go-live sequencing across provider locations and states
  • Platform configuration and customization across multiple sites and user groups
  • Quality assurance (QA) and go-live readiness validation per site
  • Training, onboarding, and adoption support for end users across all provider sites
  • Go-live achievement and post-launch stabilization, ongoing optimization and support
• Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers.
• Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
• Collaborate closely with product and integrations teams to advocate for the customer's needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases.
• Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations.
• Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases.

Strategic Initiatives

• Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks,…