Enterprise Customer Success Manager at Imprivata

Job description

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 an Enterprise Customer Success Manager to join our team. This is a remote opportunity based out of the United States. Job Summary The Enterprise Customer Success Manager (CSM) is responsible for proactive engagement with our largest and most valuable customers in an assigned region. The Enterprise CSM will guide the customer to optimal value realization for the solutions they have purchased from Imprivata while at the same time partnering with the customer on their business needs and positioning future product investments. The Enterprise CSM is responsible for maintaining a yearly ARR quota for their assigned accounts. To accomplish this, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers. It will be required that you work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers, ensuring full renewals and product expansion. Duties and Responsibilities • Engage with assigned customers to develop an account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription and maintenance renewals (ARR Quota) • Develop and execute account strategies that drive customer value realization, identify expansion opportunities, and ensure subscription and maintenance renewals (ARR quota attainment). • Build and maintain executive-level relationships within assigned accounts to strengthen customer satisfaction and strategic partnership with Imprivata. • Create and manage Success Plans aligned to customer business outcomes, tracking progress and driving measurable results. • Lead executive business reviews, health checks, and value realization discussions; analyze findings, develop recommendations, and present strategic guidance to key stakeholders. • Coordinate internal technical, clinical, and operational resources to address complex customer challenges and support value discovery initiatives. • Document customer success stories, use cases, and outcomes for marketing, advocacy, and reference purposes. • Drive customer engagement and feedback through NPS and other satisfaction programs, while communicating Voice of the Customer insights to leadership. • Maintain accurate customer records, strategic objectives, deployment status, adoption metrics, and account health data within Gainsight. • Serve as the primary point of contact for ongoing customer communications, including product updates, upgrades, events, webinars, and other strategic initiatives. • Act as a subject matter expert on Customer Success processes and best practices, providing account insights, trend analysis, and process improvement recommendations to leadership. • Leverage AI-enabled solutions to improve efficiency, scalability, and effectiveness in customer success workflows. • Other duties as assigned and required. Qualifications • Bachelor’s degree in Business or related discipline required. • Domain expertise in cybersecurity, data privacy & security space preferred • 5 years+ of relevant experience in software services preferably healthcare, enterprise software, customer success, and/or critical account management. • Proven self-starter with a track record of driving customer success, business outcomes, and strategic alignment across complex enterprise environments. • Strong technical and business acumen with the ability to understand solution architecture, translate technical concepts into business value, identify optimization opportunities, and recognize appropriate escalation paths. • Proven ability to build trusted executive-level relationships and influence stakeholders to drive adoption, value realization, customer retention, and growth. • Exceptional communication, presentation, storytelling, and content development skills, with experience creating and delivering executive-level presentations and recommendations. • Strong cross-functional collaboration skills with the ability to coordinate resources across Sales, Product, Support, Clinical, and Technical teams to achieve customer objectives. • Highly organized and adaptable, with the ability to manage multiple priorities, navigate changing business conditions, and effectively execute across a large customer portfolio. • Exceptional problem-solving and critical-thinking skills, with the ability to resolve complex customer challenges professionally and strategically. • Ability to travel – up to 40% This position offers a total compensation range of $136,000.00 to $166,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications. At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you! 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. #LI-Remote #LI-LI-1

Requirements

Must-haves

We are seeking an Enterprise Customer Success Manager to join our team. This is a remote opportunity based out of the United States.
Duties and Responsibilities
Develop and execute account strategies that drive customer value realization, identify expansion opportunities, and ensure subscription and maintenance renewals (ARR quota attainment).
Build and maintain executive-level relationships within assigned accounts to strengthen customer satisfaction and strategic partnership with Imprivata.
Create and manage Success Plans aligned to customer business outcomes, tracking progress and driving measurable results.
Lead executive business reviews, health checks, and value realization discussions; analyze findings, develop recommendations, and present strategic guidance to key stakeholders.
Coordinate internal technical, clinical, and operational resources to address complex customer challenges and support value discovery initiatives.
Document customer success stories, use cases, and outcomes for marketing, advocacy, and reference purposes.
Drive customer engagement and feedback through NPS and other satisfaction programs, while communicating Voice of the Customer insights to leadership.
Maintain accurate customer records, strategic objectives, deployment status, adoption metrics, and account health data within Gainsight.
Serve as the primary point of contact for ongoing customer communications, including product updates, upgrades, events, webinars, and other strategic initiatives.
Act as a subject matter expert on Customer Success processes and best practices, providing account insights, trend analysis, and process improvement recommendations to leadership.
Leverage AI-enabled solutions to improve efficiency, scalability, and effectiveness in customer success workflows.
Other duties as assigned and required.
Bachelor’s degree in Business or related discipline required.
5 years+ of relevant experience in software services preferably healthcare, enterprise software, customer success, and/or critical account management.
Proven self-starter with a track record of driving customer success, business outcomes, and strategic alignment across complex enterprise environments.
Proven ability to build trusted executive-level relationships and influence stakeholders to drive adoption, value realization, customer retention, and growth.
Exceptional communication, presentation, storytelling, and content development skills, with experience creating and delivering executive-level presentations and recommendations.
Strong cross-functional collaboration skills with the ability to coordinate resources across Sales, Product, Support, Clinical, and Technical teams to achieve customer objectives.
Highly organized and adaptable, with the ability to manage multiple priorities, navigate changing business conditions, and effectively execute across a large customer portfolio.
Exceptional problem-solving and critical-thinking skills, with the ability to resolve complex customer challenges professionally and strategically.
Ability to travel – up to 40%

Nice-to-haves

Domain expertise in cybersecurity, data privacy & security space preferred

Application prep

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