Customer Success Manager I - SMB Growth & Retention

Imprivata; Austin (TX); Hybrid; USD 73,000 - 84,000; Full time

Job summary

Imprivata in Austin, TX or Waltham, MA is seeking a Customer Success Manager I to engage with SMB customers across the journey, driving retention and adoption while identifying cross-sell opportunities. The CSM I will collaborate cross-functionally with Renewals, Support, Sales, and leadership to deliver measurable outcomes.

You will manage customer engagements at scale using Salesforce and Gainsight, communicate the voice of the customer to executives, and help shape programs that scale success

Qualifications

• Bachelor’s degree in Business or related discipline.
• 1+ years’ experience in customer success, project management, or professional services.
• Experience with SaaS in healthcare or commercial environments.

Responsibilities

• Monitor metrics to accelerate product adoption, influence engagement and identify opportunities for growth.
• Review customer analytics including renewals, usage, and NPS.
• Maintains knowledge of product, journey expectations, issue resolution, and risk management.
• Partner with renewals to protect and grow ARR for the customer base.
• Manage customer engagements at scale via Salesforce and Gainsight.
• Communicate voice of the customer to upper management for program improvements.
• Identify customer advocates for case studies, references, etc.
• Identify scalable programs to drive customer outcomes at scale.
• Other duties as assigned.

Skills

Communication skills

Time management

Cross-functional collaboration

Executive communication

Education

Bachelor’s degree

Tools

Salesforce

Gainsight

Office 365

Job description

Imprivata in Austin, TX or Waltham, MA is seeking a Customer Success Manager I to engage with SMB customers across the journey, driving retention and adoption while identifying cross-sell opportunities. The CSM I will collaborate cross-functionally with Renewals, Support, Sales, and leadership to deliver measurable outcomes.

You will manage customer engagements at scale using Salesforce and Gainsight, communicate the voice of the customer to executives, and help shape programs that scale success