Customer Success Manager

Customer Success Manager – Missouri

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: Enterprise Customer Success Manager

Compensation: $90,000 - $100,000 / year

Location
:
Missouri (must reside in-state) | Hybrid, remote with regular on-site travel

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.

The Customer Success Manager (CSM) plays a critical role in supporting enterprise customer success at the provider and site level. Reporting directly to the Enterprise CSM, this role delivers hands-on support to drive product adoption, user satisfaction, and successful outcomes across all sites within enterprise accounts.

The CSM provides full-stack support in close geographic proximity to the assigned enterprise account and partners closely with the Enterprise CSM to ensure alignment with enterprise-wide goals and success metrics.

Customer Implementation, Support, & Training

• Serve as the primary point of contact for assigned accounts, coordinating software, hardware, and service support in partnership with the Tech Support team.
• Manage customer relationships at multiple levels, including executive sponsors, program sponsors, department leads, and end user staff.
• Lead and manage implementations, including:
  • Project management, cross-functional coordination, and communication
  • Platform configuration
  • Quality assurance (QA)
  • Go-live achievement
• Deliver end-user training, both virtual and in-person, to drive adoption and effective use of products.
• Provide end-user technical support, ensuring timely resolution of issues.
• Conduct end-user office hours (on-site and/or virtual) to address questions, provide best practices, and improve the customer experience.
• Provide basic on-site hardware troubleshooting as needed, escalating unresolved issues to Tech Support.
• Ensure customer success outcomes including adoption, health, satisfaction, and measurable ROI.
• Travel within Missouri, up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month).

Relationship Management

• Build trusted relationships with provider and site-level stakeholders within assigned enterprise accounts.
• Support provider and site-level communications in close coordination with the Enterprise CSM.
• Participate in QBRs as needed for significant providers within enterprise accounts.
• Collaborate with the Enterprise CSM to elevate issues, align on goals, and ensure consistent execution of enterprise-level initiatives.

Product & Program Support

• Gather and document product feedback and development needs from providers and end users.
• Partner with the product team and Enterprise CSM to represent provider-level needs in product development discussions.
• Support the achievement of site-level go-live milestones and adoption targets.

Key Performance Indicators (KPIs)

• Product adoption and usage at provider and site level
• Net Promoter Score (NPS)
• Go-live date achievement for assigned sites
• Customer Health Score
• Customer Satisfaction (CSAT)

• 3-5 years of experience in customer success, account management, training, implementation, or related customer-facing role.
• Strong communication skills with the ability to engage confidently with key stakeholders and end users.
• Experience delivering end-user training (virtual and/or in-person) and creating training resources.
• Technical aptitude, with the ability to troubleshoot issues and collaborate effectively with technical teams.
• Project management skills with the ability to support multiple site-level…