Hybrid CSM I for SMB Growth & Adoption

Imprivata; Waltham (MA); Hybrid; USD 73,000 - 84,000; Full time

Job summary

Imprivata is seeking a Customer Success Manager I for a hybrid role based in Austin, TX or Waltham, MA. You will engage with the majority of Imprivata's SMB customers, driving retention, adoption, and customer outcomes across cross-functional teams.

The CSM I will collaborate with Renewals, Support, Sales and Leadership to resolve issues and identify opportunities for cross-sell and addons, while guiding customers through lifecycle milestones and success metrics.

Qualifications

• Experience with SaaS in healthcare or commercial settings.
• Familiar with CRM systems such as Salesforce and Gainsight.
• Strong organizational and time-management skills; able to multitask across many customers.

Responsibilities

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

Skills

Executive communication

Time management

Cross-functional work

Problem solving

Organization

Education

Bachelor's degree in Business or related discipline

Tools

Salesforce

Gainsight

Office 365

Job description

Imprivata is seeking a Customer Success Manager I for a hybrid role based in Austin, TX or Waltham, MA. You will engage with the majority of Imprivata's SMB customers, driving retention, adoption, and customer outcomes across cross-functional teams.

The CSM I will collaborate with Renewals, Support, Sales and Leadership to resolve issues and identify opportunities for cross-sell and addons, while guiding customers through lifecycle milestones and success metrics.