Senior/Enterprise Customer Success Manager

Ours Privacy; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Ours Privacy is seeking a Senior/Enterprise Customer Success Manager to own strategic relationships with Mid-Market and Enterprise customers in healthcare marketing privacy-first space. You’ll be the trusted partner to CMOs, marketing leaders, and executive teams navigating uncharted territory while ensuring patient privacy and compliance.

You’ll influence product strategy and go-to-market approaches, working with Technical Success Engineers, Sales, Product, and Marketing to drive measurable

Qualifications

• 7+ years in Customer Success, Account Management, or Consulting in B2B SaaS, preferably in early-stage or hyper-growth companies
• Proven track record managing Enterprise/Mid-Market accounts with ownership of retention, expansion, and NRR targets
• Domain expertise or experience working with healthcare clients
• Deep understanding of martech stack architecture, customer data platforms (CDPs), analytics tools, and how they integrate with marketing operations
• Experience building C-level relationships and navigating complex, multi-stakeholder buying committees
• Demonstrated ability to manage escalations and crisis situations while remaining calm under pressure
• Strong strategic planning skills including multi-year account plans, business cases, ROI models, and executive presentations
• Ability to communicate technical concepts clearly to diverse audiences (marketers, engineers, executives)
• Exceptional organizational skills with ability to operate autonomously in fast-paced, high-growth environments
• Preferred: Experience in regulated or privacy-sensitive environments (HIPAA, state privacy laws)
• Preferred: Prior experience with healthcare marketing, including patient acquisition, attribution modeling, compliance requirements, and marketing operations
• Preferred: Experience driving adoption through customer training, enablement programs, and change management
• Preferred: Background in change management or enterprise software implementation

Responsibilities

• Own a portfolio of Mid-Market and Enterprise accounts, serving as primary relationship owner and trusted partner
• Build and maintain executive relationships with CMOs, VPs of Marketing, and C-suite stakeholders across complex organizations
• Develop a deep understanding of each customer’s organization to ensure interactions are meaningful and drive value
• Develop strategic account plans that align customer objectives with platform capabilities
• Lead QBRs and executive business reviews demonstrating ROI, value realization, and identifying expansion opportunities
• Own NRR targets, renewals, and expansion revenue for your portfolio
• Monitor customer health and build business cases to help stakeholders maximize product value
• Partner with Sales on expansion opportunities and with Technical Success Engineers on implementations
• Roll out solutions to healthcare marketing challenges (attribution, compliance, patient acquisition) to drive value
• Drive product adoption through training programs, enablement sessions, and change management
• Develop and deliver executive-level presentations that communicate clearly with customers
• Manage escalations and cross-functional coordination to resolve issues swiftly
• Cross-Functional Leadership: translate feedback into product improvements and coordinate with Product, Engineering, Support, and Sales
• Support customer advocacy programs and CS playbooks

Skills

CS Leadership

Enterprise Accounts

NRR targets

Relationship Building

Strategic Planning

Job description

Senior/Enterprise Customer Success Manager

Full-time, W2

Remote. Must be physically located in the United States while working

Ours Privacy is building the future of marketing infrastructure for healthcare.

Healthcare marketing is at a critical inflection point. Organizations must navigate HIPAA compliance, state privacy laws, and deliver measurable marketing performance - all at once, often without clear playbooks. We exist to solve this fundamental challenge.

Our BAA-backed platform combines a healthcare-focused customer data platform (CDP), consent management platform (CMP), and analytics solution in one integrated system. We sit between your digital properties and every marketing tag, pixel, or API—giving you complete control over which data stays in-house and which de-identified signals reach platforms like Google Ads, Meta, StackAdapt, and GA4. The result: full HIPAA compliance while delivering the conversion feedback ad platforms need to optimize.

Trusted by leading digital health companies, health systems, and medical brands nationwide, we're one of the fastest-growing SaaS companies in the country and rapidly becoming the standard for privacy-safe marketing in healthcare.

About the Role

Our customers are pioneers transforming how healthcare organizations approach marketing in a privacy-first world. Their success is our success - we're partners in transforming healthcare marketing, not just another vendor.

We're hiring a Senior/Enterprise Customer Success Manager to own strategic relationships with our Mid-Market and Enterprise customers. You'll be the trusted partner to CMOs, marketing leaders, and executive teams navigating uncharted territory, helping them achieve measurable outcomes while maintaining the highest standards of patient privacy and compliance.

Why this matters: As a Senior Enterprise CSM reporting to the Head of Customer Success, you'll directly influence product strategy and go-to-market approach. You'll work closely with Technical Success Engineers, Sales, Product, and Marketing.

You'll thrive here if you:

Genuinely love building long-term relationships as a trusted partner

Are passionate about healthcare’s unique privacy and compliance challenges

Take ownership and find creative solutions independently

Love working cross-functionally to serve clients well and build great products

What you'll do

Customer Lifecycle Ownership

Own a portfolio of Mid-Market and Enterprise accounts, serving as primary relationship owner and trusted partner

Build and maintain executive relationships with CMOs, VPs of Marketing, and C-suite stakeholders across complex organizations. Product users and decision makers include marketing, product & engineering and legal & compliance teams

Develop a deep understanding of each customer’s organization (key stakeholders, decision-makers, and internal relationships) to ensure every interaction is meaningful and drives value

Develop strategic account plans that align customer business objectives with platform capabilities

Lead QBRs and executive business reviews demonstrating ROI, value realization, and identifying expansion opportunities

Growth & Retention

Own NRR targets, renewals, and expansion revenue for your portfolio

Monitor customer health and build business cases to help customer stakeholders get as much out of the product as possible

Partner with Sales on expansion opportunities and with Technical Success Engineers on technical implementations

Roll out solutions to healthcare marketing challenges (attribution, compliance, patient acquisition) to drive customer value

Drive product adoption through strategic training programs, user enablement sessions, and change management

Develop and deliver executive-level presentations that communicate clearly with customers

Manage escalations and troubleshooting, coordinating cross-functional resources to resolve issues swiftly

Cross-Functional Leadership

Serve as voice of the customer, translating feedback into product, coordinating across Product, Engineering, Support, and Sales to deliver seamless experiences

Support customer advocacy programs

Contribute to CS playbooks, engagement models, and team frameworks

The ideal candidate is/has

Required:

7+ years in Customer Success, Account Management, or Consulting in B2B SaaS, preferably in early-stage or hyper-growth companies

Proven track record managing Enterprise/Mid-Market accounts with ownership of retention, expansion, and NRR targets

Domain expertise or experience working with healthcare clients

Deep understanding of martech stack architecture, customer data platforms (CDPs), analytics tools, and how they integrate with marketing operations

Experience building C-level relationships and navigating complex, multi-stakeholder buying committees

Demonstrated ability to manage escalations and crisis situations while remaining calm under pressure

Strong strategic planning skills including multi-year account plans, business cases, ROI models, and executive presentations

Ability to communicate technical concepts clearly to diverse audiences (marketers, engineers, executives)

Exceptional organizational skills with ability to operate autonomously in fast-paced, high-growth environments

Preferred:

Experience in regulated or privacy-sensitive environments (HIPAA, state privacy laws, etc.)

Prior experience with healthcare marketing, including patient acquisition, attribution modeling, compliance requirements, and marketing operations

Experience driving adoption through customer training, enablement programs, and change management

Background in change management or enterprise software implementation

Why you’ll love working with Ours Privacy

We’re at the forefront of privacy-focused marketing and offer a unique, fast-paced opportunity to shape the future of the industry

We are a growing, remote-first team that values flexibility, output, and impact

You’ll have the opportunity to work with an innovative product in a rapidly expanding space

We operate with a deep commitment to privacy and helping marketers thrive while respecting user data

You’ll play a pivotal role in our company’s growth and success, shaping the product, client experience, and overall strategy

Equal Opportunity Employer

We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.