Customer Success Manager, Enterprise

Compensation:

Base salary range: $,000 DOE. This role also includes an additional variable compensation component.

Nirvana is seeking an Enterprise Customer Success Manager to manage and grow a book of enterprise healthcare technology clients. This role carries end-to-end ownership of customer relationships, from executive alignment and stakeholder management to product launch, adoption, and renewal strategy.

You’ll act as a trusted advisor to executive stakeholders, shape strategic plans, and partner across teams to deliver measurable business impact. Success requires sharp judgment, comfort with ambiguity, and a proven ability to exceed retention targets in complex enterprise environments.

• Own the overall strategy, health, and growth of a book of enterprise healthcare accounts
• Serve as the primary relationship owner, engaging with senior and C-suite stakeholders
• Lead complex onboarding and launch efforts, ensuring cross-functional alignment and successful execution
• Develop and execute account strategies focused on maintaining account health, discovering new use cases, and deepening product adoption
• Own and exceed retention targets across your book of business
• Use data and insights to monitor adoption, forecast risk, identify churn signals, and inform strategic decisions, including hands‑on work in Excel to build reporting, analyze account data, and manage complex data sets
• Navigate and influence complex organizational dynamics within large healthcare clients
• Act as the voice of the customer internally, influencing product roadmap, prioritization, and go‑to‑market strategy

• Retention goals set and monitored
• Successful onboarding and launch of Nirvana's product across your accounts
• Trusted relationships across client organizations
• Sustained product adoption across multiple teams and workflows
• Consistent achievement and over achievement of assigned retention targets
• Strong internal cross‑functional alignment and execution

• Previous experience as a CSM required (consulting background is a plus)
• 3-5 years managing enterprise accounts with senior and C‑suite stakeholders
• Track record of driving account health, retention success, and strategic outcomes
• Experience owning and exceeding retention targets across multi‑stakeholder accounts
• Experience working in a small, fast‑paced startup environment required
• Strong analytical skills with the ability to use data to drive strategy and decision making; intermediate to advanced Excel proficiency required (pivot tables, data analysis, reporting)
• Healthcare industry experience required, ideally with enterprise health systems or healthcare technology companies
• Strong executive communication, negotiation, and influence skills

• Competitive compensation
• Medical, dental, vision, and 401(k)
• Hybrid, dog‑friendly NYC office (3 days per week)
• Unlimited PTO
• $1,000 annual mental health & wellness benefit
• Fully stocked office kitchen
• Remote home office support
• Open‑door, highly collaborative culture