Customer Success Manager

Job Summary

The Customer Success Manager I (CSM I) is responsible for engaging with the majority of Imprivata's SMB customers at key points throughout the customer journey. The CSM is part of a CSM team and collectively they drive value and additional customer outcomes. Our CSMs work cross‑functionally within the organization to resolve customer satisfaction related issues and play a critical part in the signature experience we provide our customers.

This role will maintain working relationships internally with teams such as Renewals, Support, Sales, and leadership. It is responsible for meeting key metrics such as retention, adoption, and satisfaction, and for identifying opportunities for cross‑sell and add‑ons. Through reactive and proactive engagements, CSMs encourage successful and healthy customer journeys and enhance partnerships, providing lifelong customers.

• Monitor metrics to accelerate product adoption, influence engagement, and identify opportunities for growth.
• Review customer analytics, including but not limited to customer trends, on‑time renewals, monthly active usage, and NPS.
• Maintain excellent knowledge of product, customer journey expectations, issue resolution, and customer risk management.
• Partner with renewals to protect and grow ARR for the customer base through risk and renewal initiatives.
• Manage customer engagements at scale through Salesforce case management, Gainsight workflows, calls, and organized email communication.
• Communicate voice of the customer feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required.

• Bachelor's degree in Business or related discipline.
• 1+ years’ experience in customer‑facing success, project management, or professional services role.
• Experience with SaaS in healthcare or commercial.
• Knowledgeable with CRM systems, preferably  and Gainsight.
• Proficiency with O365 tools.
• Excellent organizational and time‑management skills, including the ability to prioritize and multi‑task activities across many customers.
• Ability to engage with C‑level executives and take feedback from all levels.
• Ability to comprehend high‑level technical aspects of the product, provide business and technical solutions to help customers optimize use of the solution, and identify technical escalation points.
• Excellent problem‑solving skills and ability to navigate challenging situations in a professional manner.
• Ability to work cross‑functionally to bring key Imprivata functional areas together in order to solve customer requirements.
• Effective communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

Compensation: $65,000.00 to $75,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). Actual compensation will vary based on location, skills, experience, and qualifications.

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.