Enterprise CXM: Growth & Retention Architect

Prospyr; USA; Remote; USD 120.000 - 160.000; Vollzeit

Zusammenfassung

Prospyr is seeking an Enterprise Customer Experience Manager (CXM) to own the ongoing success of our largest and most strategic customers. You’ll partner with Implementation, Support, Product, Engineering, and Sales while serving as the primary relationship owner for accounts.

Responsibilities include driving adoption, expanding usage across locations, and retaining enterprise customers. The role emphasizes cross-functional collaboration and strategic partnership to deliver measurable value.

Qualifikationen

• 4+ years of Customer Success, Account Management, or Enterprise SaaS experience.
• Experience managing complex or multi-location customers.
• Strong executive communication and relationship-management skills.
• Ability to understand operational workflows and translate business problems into solutions.
• Comfortable navigating escalations and coordinating across Product, Engineering, Support, and Sales.
• Commercial mindset with experience identifying retention and expansion opportunities.
• Organized, proactive, and comfortable managing multiple strategic accounts simultaneously.
• Healthcare, medical aesthetics, wellness, EMR, or vertical SaaS experience is a plus.

Aufgaben

• Serve as the primary contact for a portfolio of enterprise and strategic customers.
• Build relationships with owners, executives, operators, and key stakeholders across customer organizations.
• Develop a deep understanding of each customer’s business model, goals, workflows, and growth plans.
• Establish regular customer cadences including check-ins, business reviews, and strategic planning conversations.
• Drive adoption of Prospyr across locations, providers, and teams.
• Identify underutilized features and develop plans to increase adoption.
• Help customers optimize workflows across scheduling, payments, communications, reporting, marketing, AI, and other Prospyr capabilities.
• Connect customer objectives to measurable outcomes within the platform.
• Proactively identify customer health and churn risks before they become escalations.
• Develop and execute retention plans for at-risk enterprise customers.
• Identify opportunities for additional products, locations, users, and services.
• Partner with leadership and Sales on renewals and expansion opportunities.
• Maintain clear visibility into account health, risks, opportunities, and next steps.
• Represent the voice of enterprise customers internally.
• Consolidate customer feedback and work with Product and Engineering to identify high-impact improvements.
• Coordinate escalations across internal teams and maintain customer communication through resolution.
• Help customers understand new releases and capabilities relevant to their business.

Jobbeschreibung

Prospyr is seeking an Enterprise Customer Experience Manager (CXM) to own the ongoing success of our largest and most strategic customers. You’ll partner with Implementation, Support, Product, Engineering, and Sales while serving as the primary relationship owner for accounts.

Responsibilities include driving adoption, expanding usage across locations, and retaining enterprise customers. The role emphasizes cross-functional collaboration and strategic partnership to deliver measurable value.