Customer Experience Account Manager

Plenful; San Francisco, New York (CA, NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare Coverage

401(k) with Company Match

Equity

Unlimited PTO

Daily Lunch Stipend

Wellness Stipend

Commuter Benefits

Parental Leave

Job summary

Plenful is seeking a Customer Success Account Manager to join our growing Customer Experience team. You’ll shape how we handle implementation, support, retention, and expansion, partnering across technical, commercial, and executive teams, with travel up to 25%.

This remote role supports our mission to transform healthcare operations with AI workflow tools. You’ll manage customer relationships, drive adoption, and own data-driven strategies to optimize outcomes for health systems and payors.

Qualifications

• 3+ years in Account Management, Customer Success, Enterprise Sales, or related field, ideally in SaaS/healthtech.
• Experience managing customer relationships, driving adoption, retention and growth of accounts.
• Ability to read data, translate it into ROI and actionable recommendations.

Responsibilities

• Monitor account health, usage, ROI; conduct business reviews; visit customers on-site when needed.
• Serve as primary contact from implementation kickoff; build lasting relationships.
• Oversee customer implementations for new use cases; collaborate with technical teams on configuration.
• Identify expansion opportunities by aligning customer needs with Plenful offerings.
• Maintain clear, professional communication; improve internal visibility of customer needs.
• Lead data-driven optimizations to scale processes and improve service.

Skills

Account Management

Customer Success

SaaS

Salesforce

Education

BA/BS degree

Tools

Salesforce

Job description

About Plenful

Plenful is on a mission to transform healthcare operations from the inside out. Fresh off our $50M Series B and backed by Notable Capital, Bessemer Venture Partners, TQ Ventures, Susa/Kivu Ventures, and other leading investors, we’re building the category-defining AI workflow automation platform that healthcare teams rely on to operate smarter, faster, and more efficiently. Our technology empowers healthcare operators across hospital and health systems, pharmacies and payors to eliminate manual work, reduce administrative burden, and improve compliance, all while unlocking critical revenue to fund programs for their in-need patient populations.

Built by healthcare operators for healthcare operators, Plenful is driven by a deep understanding of the challenges facing today’s care teams. We’re passionate about equipping healthcare workers with world-class tools that deliver real, measurable impact, and we’re proud to serve 90+ leading health systems across the country. If you’re excited to help shape the future of healthcare, we’d love to meet you.

About the Role

Plenful is hiring a Customer Success Account Manager to join our growing Customer Experience team. You'll work closely with our Head of Customer Experience to shape how we handle implementation, support, retention, and expansion — with enough scope to touch nearly every part of the company along the way. You'll partner across technical, commercial, and executive teams, and grow with the role as the company scales. This is a remote position.

What You’ll Do

• Customer Satisfaction — Monitor account health indicators, run usage and ROI analysis, lead business reviews, and visit customers on-site.

• Customer Relationship Management — Serve as the primary point of contact starting at implementation kickoff. Build relationships that last.

• Project Management — Oversee customer implementations for new use cases and work closely with our technical team on back-end configuration.

• Expansion Opportunities — Spot and pursue contract expansion by understanding customer needs and matching them to what Plenful offers.

• Communication Excellence — Set the standard for clear, responsive, professional customer interactions, and improve how we communicate internally about customers.

• Strategic Optimizations — Lead data-driven analysis that helps us serve customers better and scale our processes.
  

You May Be a Fit If

• You've spent 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field — ideally in SaaS or healthcare technology.

• You've managed customer relationships, driven adoption, hit retention goals, and grown accounts.

• You know your way around CRM and customer success platforms like Salesforce.

• You can read data and turn it into ROI numbers, decisions, and recommendations.

• You've run projects across multiple stakeholders and hit deadlines without dropping the ball.

• You write and speak clearly, and can influence stakeholders at every level.

• You solve unstructured problems with a customer-first mindset.

• You're organized enough to manage multiple accounts and prioritize independently.

• You're genuinely interested in healthcare and making the industry work better.

• You're comfortable in a fast-moving, still-being-built environment, and can travel up to 25% of the time.

• Bonus points for early-stage startup experience, familiarity with healthcare regulation (HIPAA, 340B, Prior Auth), and a BA/BS degree.

Why You'll Love Working Here

• Mission-Driven, World-Class Team — Join an exceptional group of professionals aligned around a meaningful mission and committed to making an impact

• Opportunities for Growth — Strengthen your expertise through collaboration with experienced, high-performing leaders across the organization

• Flexible Hybrid Work Environment — We're remote-first, with meaningful office presence in San Francisco and New York. R&D roles follow a hybrid model, with two days per week in our San Francisco office

Benefits & Perks

• Healthcare Coverage — Full medical, dental, and vision insurance for you and participation for your family

• 401(k) with Company Match — Plenful matches 50% of your first 3% contributed

• Equity — Every full-time employee shares in our success

• Unlimited PTO — Take the time you need, when you need it

• Daily Lunch Stipend — $100/week to cover your midday meals

• Wellness Stipend — $100/month to support your health and well-being

• Commuter Benefits — $100/month for SF and NYC-based employees

• Parental Leave — Paid leave to support growing families