Strategic Customer Success Manager

Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.

We are seeking a Strategic Customer Success Manager to join our team. This is a hybrid opportunity based in our Austin, TX or Waltham, MA office.

The Strategic Customer Success Manager (CSM) is responsible for proactively managing a portfolio of customers utilizing Imprivata's Privileged Access Security solutions. This role partners with customers to drive value realization, product adoption, and alignment between their business objectives and Imprivata's solutions and services. The Strategic CSM develops trusted customer relationships, leads strategic success planning, and works cross-functionally to deliver exceptional customer experiences that support retention, renewal, and growth.

Success in this role is measured through customer outcomes, satisfaction, ARR renewal attainment, and expansion within assigned accounts.

• Engage customers in developing account strategies that drive value realization, identify expansion opportunities, and achieve subscription and maintenance renewal targets (ARR quota).
• Lead customer solution assessments and business reviews, leveraging technical and clinical resources to analyze findings, provide strategic recommendations, and drive measurable customer outcomes.
• Build and maintain Manager- and VP-level relationships within assigned accounts, driving customer satisfaction and participation in NPS and other feedback programs.
• Coordinate internal resources to resolve complex customer challenges and ensure a seamless customer experience.
• Document customer success stories and use cases for marketing, advocacy, and customer reference initiatives.
• Document customer interactions and maintain strategic account plans and priorities within Gainsight.
• Track customer deployments, adoption, satisfaction metrics, and other key account health indicators within Gainsight.
• Serve as the primary point of contact for ongoing customer communications while providing leadership with account insights, trend analysis, and recommendations that support strategic initiatives and process improvements.
• Other duties as assigned and required.

• Bachelor's degree in Business or related discipline required.
• 4 years+ of relevant experience in software services preferably healthcare, enterprise software, and/or critical account management.
• Experience with Privileged Access Management (PAM), Identity and Access Management (IAM), cybersecurity, or security operations solutions highly preferred.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Ability to comprehend high-level technical aspects of the product, provide business and technical…